Extremely bad service Claim Number: ***

It is extremely disappointing to have paid insurance premiums for close to five years, only for this to be my second claim and to experience this level of service. The plumbers dispatched advised that the repair would take approximately 10 minutes, requiring a part costing less than R200, yet I am expected to pay an excess of R2,500.

It is difficult to understand why the insurance cannot cover the labour while I cover the part, as other insurers offer emergency assistance or partial cover in situations such as this. Given the minimal work required, one would reasonably expect the repair to be covered in full.

Insurance is meant to provide support when needed, not place an undue financial burden on loyal customers. While it is understandable that larger claims may involve higher costs, this is not such a case. I have also been waiting for a response without any meaningful progress.

For an insurer that prides itself on customer satisfaction, this experience falls short of providing the dignity and service customers expect. I’m still without water because of how this whole claim is handled.