Avoid at all costs if you actually want cover that works!

This has been the worst claim experience in my history of owning short term insurance. On 24 December, I called to log a claim for damage to my roof following the intense rain. I was told by the consultant that they do not have service providers working on Christmas Day but that they’d call me before COB with a claim number and allocated service provider for 26 Dec. That day came and went, 27th gone, 28th, nothing. By this point the water damage had spread and water was coming out of the lightbulbs - I lost power. I also called repeatedly in this time, but all calls were unanswered or there was a long wait period (longest was 40 minutes on hold). CLC, their outsourced service provider is even worse! They transfer you ad nauseam, do not return calls or reply to emails. My worst hell was calling and being sent to the menu option every 3 minutes. What on earth is this level of inefficiency?

When I finally got hold of someone, I implored them to send a contractor quickly as I feared things were getting worse and would ultimately cost more to repair. I got a claim number and the next day I got a call from the contractor who came the day after the following happened:

Then last week, my ceiling gave and it was like taking a shower inside during the rain. I emptied about 15 buckets of water from the house and had to pull in the big refuse bin to manage the overflow. I lost power in half of the house and my wooden floors started to buckle

The contractor/inspector came on 2 January. It is now 8 January and still no help or end in sight. This has been awful, Ooba insurance and clc urgently need to undergo a change management process to enhance customer response times. I just can’t imagine how claims are getting lost and being processed so slowly in high season

The only glimmer of hope has been Ashley Bennet, a claims Administrator who calmed my rage and talked to me and helped me lodge a formal complaint with such empathy and care, especially in such a frustrating process. Give him the customer satisfaction leadership role he deserves.

I do not recommend this insurer.