The Ooba/CLC ****

Our property insurance has been with Ooba for 7 years now. We never had any problems with claims until this year. We recently claimed for damage to our property. The claim was submitted immediately after the damage was done and we emphasised to them that the damage resulted in a big security risk to our property and its inhabitants. It was on a Friday, well within business hours. We received a claim number but didn’t receive any further feedback. We enquired on the Monday again and only got a ‘sorry-to-hear-about-your-issues’ email(probably automated). We started phoning, trying to get some meaningful feedback. What a mission:You think that you are phoning Ooba only to be told that they wil transfer you to Ooba! I eventually got through to someone working with my claim on the Tuesday-a lot of airtime and many transfers later- and she had absolutely no feedback for me, 2.5 working days after my claim was submitted. No info on the assessor (she didn’t even have an assessor yet), no start date or expected completion date, nothing. Pathetic right? After I spoke to her supervisor they eventually managed to get an assessor to my property on the Wednesday. I informed them that we are leaving for a week on the Friday and pleaded with them to fix the problem before we leave because of the security risk. My pleads fell on death ears. We had to go away for the week without receiving feedback on the assessment. I got hold of them on the Tuesday after we left(week 2 after the claim was submitted). The lady working with our claim basically told us that Ooba/CLC is not going to cover our claim. After speaking to her supervisor(again) we received a sms informing us that they are sending out a second assessor…why? Well, basically because they thought that we were lying. We have been paying Ooba for incidents like this for the past the 7 years. We offered to send more pictures as evidence and we actually have video of the incident as well but they weren’t interested. It is like they never planned to assist us with this claim from the beginning. And, cherry on the cake, the supervisor decided to conveniently go on leave when we started pressing for results(and after promising us that she will take care of our claim). What are we paying for? Why do we have to fight for a simple claim? We didn’t fight every time that the debit order went off. And it’s not like we are asking for something better, but simply to replace what we had for the sake of our safety. The vehicle that was part of this damage and insured by Discovery was already fixed by this time. This is not the first claim that we have problems with(we have been waiting for clarity on a previous claim for 4 months). It makes us wonder if Ooba/CLC even exists and if it’s not a **** where we continue paying without claims EVER being resolved. We urge others not to fall for the Ooba ****.