Business Insurance Claim

During my claim for business insurance for a computer motherboard failure there has been questionable practices:

1.) After I already submitted the damage report, utilizing a company I've used for all my other claims in my 11 years being insured by Outsurance, you insisted that it had to be inspected by another company - why? I have already paid for the assessment and damage report.

2.) The company you appointed contacted me via whatsapp which is extremely unprofessional.

3.) You then said you would cancel the callout from your technicians.

4.) Then the report was scrutinized and found by your team that it wasn’t sufficient.

5.) I was then contacted via telephone to let me know that according to the report the claim would not be successful due to the working hardware failure. Hardware failure according to me is equal to machinery breakdown. Machinery breakdown is something we pay for.

The component (motherboard) has been damaged. The damage is due to the hardware failing.

What is inconclusive about that? We already know it’s not caused by power surge as we have surge arrestors installed and the computer is connected to an inverter system 24/7.

6.) It was then said the computer had to be assessed by your technician.

7.) It was then said there is an exclusion in our policy for hardware failure. I was sent excerpts from page 3 and page 5. Nowhere in my policy do these exist. I have scrutinized the policy and they aren’t in my policy as received on Friday 19th of July.

We have been clients of OUTsurance for 11/12 years and this is absolute nonsense. Never before has a claim taken this long concluded and it’s like you are now looking for reasons to disapprove the claim. From the start we have communicated the need to hasten the process because we need the device to do our work. And it seems that this has been used against us to try and get us to walk away from this claim.

I fully intend to take this matter further and consult our lawyer and the ONBUDSMAN and moving to another insurance company.