Disgraceful Claims Handling, Zero Common Sense, Absolute Waste of Time

I am utterly disgusted with the service I’ve received from *Guardrisk Insurance*, with *Ooba Insure* acting as the broker. This has been one of the most frustrating and insulting customer experiences I’ve ever had.

We moved into our property in *February 2025*. Throughout the year, we had plenty of rain with *no issues whatsoever*. On *5 December*, we experienced a *severe hailstorm with heavy rain*, which caused damage to our *outbuilding roof*, leading to *internal roof damage and damaged kitchen cupboards*.

We logged the claim *immediately in December*, doing the responsible thing so that we wouldn’t later be accused of reporting it late. From the start, we understood that the *outside roof needed to be repaired first*. When the inspector visited, my wife clearly explained that we intended to fix the roof—but that *December rainfall was constant* and *most contractors shut down from mid-December*, making repairs impossible until January. This was communicated clearly and honestly.

Despite this, on *19 December*, Guardrisk rejected the claim because the outside roof had not yet been repaired. Apparently, Guardrisk expects policyholders to *repair roofs during continuous rainfall*, leave buildings exposed, and risk further damage and theft—because logic clearly does not apply here.

In early January, repairs were still impossible due to rain. During the *second week of January*, Guardrisk told us that *once the roof was repaired, the internal claim would be approved*. Acting on this instruction, we *purchased materials* and arranged repairs for this coming weekend.

Then comes the final insult.

Today, a Guardrisk representative called me and spoke to me in a *condescending, dismissive, and arrogant manner*, asking if I even understood “how claims work.” After explaining the situation more than once—and pointing out that I had already been advised by another Guardrisk employee to proceed with repairs—she simply stated that the claim was *rejected and will not be approved*, completely contradicting previous communication.

This is not just poor service—it’s *incompetence*, *contradictory advice*, and *complete disregard for customers*.

I own *more than one property*, and I can assure you that if this is not resolved, *every single policy will be moved elsewhere*. I should have trusted my instincts and avoided this insurer from the start. Giving Guardrisk and Ooba Insure the benefit of the doubt was a mistake, and I am disappointed in myself for doing so.

If you are considering insurance with Guardrisk or through Ooba Insure, *think very carefully*. When you actually need help, you will be met with excuses, shifting goalposts, and staff who treat you like an inconvenience rather than a paying client.

*Absolutely unacceptable. Avoid if you value your time, money, and sanity.*

Morne Els