Dissatisfied with Ooba's after service

I am writing to formally express my dissatisfaction with the handling of my claim for hail damage, logged on December 15, 2024. I am extremely frustrated with the delays, lack of communication, and confusion surrounding the status of my claim. The series of events that have transpired have left me unsure of whether my claim is being processed properly or if it is on the verge of rejection.

Here is a summary of the key issues that I have encountered:

Initial Claim and Delays:

On December 15, 2024, I logged a claim for hail damage on my property. However, when I followed up the next day, I was informed that the claim had never been logged, despite my initial contact. Once the claim was logged, a contractor was appointed for the assessment. Unfortunately, the first contractor sent was not equipped to assess flat roofs, which I had clearly indicated. This was a failure in Ooba's part to properly vet the contractor before assigning them. After further delays, a second contractor was appointed, who was much more communicative and kept me informed. Assessment and Report:

The assessment was conducted on December 20, 2024, and I followed up with Ooba multiple times over the following weeks (December 23, 29, and January 4) with little to no response. On January 4, I was finally contacted by Thulisile Msibi, who informed me that the claim had been approved. I received a report totaling R77,000 (excluding VAT), which seemed reasonable at the time. Roofing Issue:

Upon reviewing the report, I noticed that the roof was not included for repair, despite water continuing to leak due to the hail damage. I immediately contacted Thulisile Msibi, who arranged for the assessor to revisit the roof. The assessor acknowledged that, while no visible damage was found, the weight of the hail may have caused damage to the waterproofing, which could not be seen. He recommended redoing the waterproofing, and a revised report was issued. Confusing and Contradictory Information:

Despite the new report, Ooba informed me that a Loss Adjuster would need to review the contractor's quote, which I found confusing as the previous approval was for R77,000 and the contractor had already assigned a Foreman to start the work. The Loss Adjuster, Herman de Wet, came to inspect the property, but the adjustments made were minimal, and I am unclear as to what factors are now influencing the decision regarding my claim. I was then notified by Richard Moiloa from CLC that my claim is "possibly" going to be rejected due to "maintenance and deteriorated waterproofing." I am struggling to understand this, as the roof had been recently treated with sealant and waterproofing, and this should not be a valid reason for rejection. Request for Clarity:

I urgently request a clear and detailed explanation of why my claim is potentially being rejected. Please provide a comprehensive report outlining the reasons for rejection or possible rejection, including the findings from the latest inspection and the specific factors leading to this conclusion. Additionally, I request the contractor's images and detailed assessments to understand what informed the decision. This situation has been extremely frustrating and has left me in a state of uncer*****y. I need a clear resolution on whether my claim is being rejected or not, and I expect prompt action to resolve this issue.

Please be advised that I will consider my options carefully, including whether to continue my relationship with Ooba for my building and bond insurance, should this matter not be resolved to my satisfaction.