Disappointing Experience – Poor Coordination, Delays, and Unresolved Kitchen Damage

Claim *** – Ongoing Issues and Unresolved Damage

Claim *** was logged on 2 October 2025 for a water leak that damaged kitchen cabinetry and caused mould. The initial assessment service was good, but the claim handling thereafter has been poor and remains unresolved more than three months later.

OUTsurance appointed multiple contractors but failed to coordinate them effectively, resulting in repeated delays. Plumbers could not proceed because cupboards had not been removed; carpenters arrived without sufficient manpower to remove granite countertops and had to reschedule. Cupboards were eventually removed on 16 October 2025, and the leak was repaired on the same day.

Following the removal, further damage became visible. We requested the cabinetry contractor, Energevo Solutions, to return and reassess the situation, providing a quote to replace the remaining unaffected cupboards. This request was due to a noticeable colour mismatch — the insurance would only cover partial replacement, which created a lack of consistency in our open-plan kitchen. Unfortunately, we could not afford the difference between the insurance-approved amount and Energevo’s full replacement quote, and were therefore forced to proceed with mismatched cabinetry.

Energevo only returned in mid-December. On 17–18 December 2025, they completed the installation. However, there was no proper handover process, and one of our granite countertops was cracked during the process. Additionally, not all of the water-damaged cupboards were replaced. The overall workmanship was substandard — appliances were misaligned, cupboard doors were uneven, finishing was poor, gaps were visible, and silicone was app**** messily.

Notably, the total cost to pay all three appointed contractors ended up being less than what Energevo quoted us to complete the cabinetry work on their own. In hindsight, we are glad we did not proceed with their initial proposal.

OUTsurance was contacted on 17 December 2025. A further inspection took place on 19 December 2025, but to date we have received no written feedback, outcome, or rectification plan. A follow-up call on 5 January 2026 resulted only in a vague promise to “hear back.”

As of now, the kitchen remains only partially restored, with unresolved damage and lingering mould concerns.