Worst Nedbank Insurance Service Ever!!!!

C***

I am writing to lodge a formal complaint regarding the handling of the above claim and the conduct of one of your consultants. This matter has now been outstanding for almost three months, remains unresolved, and I have been treated in a manner that is unprofessional and unacceptable from an insurer I pay every month for cover. I expect this complaint to be treated with the seriousness it warrants, and I will not accept further delay, deflection, or excuses.

TIMELINE OF EVENTS

Thursday, 28 May 2026 — I reported a dripping geyser to Nedbank Insurance. The initial response was good: Plum Plum Plumbing was appointed and attended the same day. It was agreed, with my consent, that the geyser be relocated from the ceiling to the back wall of the house. A brand new geyser was installed, and I paid the required excess of R500 to your appointed service provider.

A few weeks later — A loud bang began occurring in the ceiling whenever hot water was drawn in the guest bathroom, indicating a fault with the newly installed unit.

Saturday, 5 July 2026 — I reported this fault to Nedbank Insurance. Hutton East was appointed and attended, and established that the newly installed Non-Return Valve was faulty. They could not resolve it on site and stated that the original installer would need to return to correct their own installation. They then left, and the faulty part was not removed or replaced.

5 July 2026 to 7 August 2026 — I heard nothing further from any plumber or from Nedbank Insurance for over a month, despite the property being left with a defective geyser installation for the entire period.

Friday, 7 August 2026 — I received a call from a consultant named Devon Martin. The call was rude, unprofessional, and accusatory. He insisted that I pay a further R500 excess to resolve a fault that arose from your own appointed contractor's faulty installation, and sided with that service provider throughout, despite the fault clearly originating from their own workmanship. When I raised the point that a claim should not be allowed to run this long, and that leaving a faulty part in place without a functional geyser while it is assessed is unreasonable, Mr Martin responded that I "don't have a functional geyser anyway so it's okay." This response was dismissive and showed a complete disregard for the inconvenience caused to me and my household. The call ended without any resolution. I asked him to send me, in writing, what he was proposing, along with a copy of the recorded call. To date, I have received neither.

Wednesday, 19 August 2026 — Hutton East returned to my property for a third visit, this time only to take photographs and video of the same faulty Non-Return Valve. No repair or replacement was carried out, and I was again left without a resolution.

WHY THIS IS UNACCEPTABLE

This claim has now taken almost three months to resolve a fault that stems entirely from the workmanship of a contractor Nedbank Insurance itself appointed. I have had three separate site visits, no working resolution, and I am now being asked to pay a second excess for a problem I did not cause. This is not a minor administrative delay; it is a persistent failure to honour the service I pay for under this policy. I have also been spoken to in a disrespectful and unprofessional manner by one of your consultants, and my reasonable request for a copy of that call and written confirmation of the proposed resolution has been ignored for two weeks. That is not an oversight; it is a failure of basic accountability, and I will not let it stand unaddressed.

WHAT I REQUIRE FROM NEDBANK INSURANCE

1. An acknowledgement that the handling of this claim, including the delays and the repeated site visits without resolution, falls short of the standard of service I am entitled to as a paying policyholder.

2. Confirmation that I will not be liable for a second R500 excess, given that the fault lies with the installation carried out by your appointed service provider and not with any new or separate incident.

3. Escalation of this matter to a senior manager, who must listen to the recording of my call with Devon Martin on the morning of 7 August 2026 and confirm whether that conduct meets Nedbank Insurance's standards for how policyholders should be treated.

4. A copy of the recording of that call, as I originally requested on 7 August 2026.

5. A written resolution plan, with a firm date, confirming exactly how and when the faulty Non-Return Valve will be repaired or replaced at no further cost to me.

I require a written response addressing every point above, without exception, by close of business today. This is not a negotiable request. If a full and satisfactory response is not received by that deadline, I will immediately lodge a formal complaint with the Ombudsman for Short-Term Insurance, and will reconsider my position regarding this policy entirely. I trust that will not be necessary, but I will not allow this matter to be delayed, minimised, or brushed aside any further.

I expect your urgent and complete response.