Appalling Service

I hope this message finds you well. I am writing to formally express my dissatisfaction with the handling of my recent insurance claim. I have been a policyholder with One for over four years, during which time I have observed a noticeable decline in the quality of service provided. In March 2025, adverse weather conditions in Johannesburg resulted in flooding in my cottage, causing significant damage, including rising damp. Following an assessment, I was informed that my claim was denied on the grounds of alleged lack of maintenance on my property. I find this conclusion both unfounded and unacceptable. Firstly, the assertion that I have not maintained my property is baseless. I have a tenant who recently moved into a newly painted area, which has now become uninhabitable due to the flooding. This clearly indicates that maintenance has been carried out. Furthermore, despite assurances from my broker that I would be reimbursed three months' worth of premiums, I have yet to receive any communication from your management. I have documented evidence of this promise, which I am prepared to share. I believe that policyholders who rarely make claims should not be penalized or treated as mere profit sources for insurance companies. I request that this matter be reviewed urgently and that a fair resolution be provided. I look forward to your prompt response and resolution of this issue. Sincerely,