Feedback and Concerns – Building Insurance Claim ***

I would like to provide feedback and raise a concern regarding my building insurance claim, Claim No. ***.

My Shower door shattered on the evening of the 10th of Feb 2026, I logged the claim on the evening of the incident, I was contacted promptly the next morning 11th of Feb 2026. On the same day, arrangements were made for the service provider to assess the damage. The service at this stage was excellent. During the assessment, the supplier advised that the entire shower unit needed to be replaced due to its age and the risk of further breakage of the remaining unit and the door size is also not a standard dimension, making a full replacement necessary. Measurements were taken, and we agreed on the solution. The supplier further confirmed that the replacement could be sourced from Builders. Shortly thereafter, I received another call from the insurer advising that an assessor would be send to verify the supplier’s findings. My Experience with the assessor was once again excellent. Again, I was impressed with the efficiency and communication. On the 12th of Feb around 2:30 PM I received an SMS confirming that the claim had been authorized from outsurance. At this point, I was extremely satisfied.

However, the process then took an unexpected turn. For three days, I received no communication on the 4th day 16th of Feb i contacted the supplier that quoted and they advised that the insurer had told them claim was “invalid.”

I subsequently phoned the insurer, who advised that they were simply awaiting the supplier’s quote. After the quote was submitted, it was confirmed and authorized. This was the same date 16th Feb. On 16 February 2026, I was informed that the supplier would contact me on 17 February 2026 for the installation arrangements and that would be before 12am.

On the morning of 17 February 2026, instead of the supplier contacting me to arrange installation the supplier advised that it would now take 7–10 business days to order the (glass) immediately i was livid what glass? There was suppose to be a replacement of the corner shower not ordering glass. This was not what was said and agreed to and then later they changed the story to Builders reportedly did not have stock of the shower, and they would need to source the product from another supplier. (***ANOTHER SUPPLIER*****) Would there not be a difference in cost and quality of the product, there are plenty of suppliers that sell showers was outsurance not suppose to be informed, what if they source a cheap shower somewhere which i now get I find it difficult to believe that none of the 3 Builders stores in or around my area have no stock but that's not the point of this exercise, I am now unsure where the new shower has been sourced from or exactly what product I will be receiving. Given the excellent initial experience, the recent lack of transparency from the supplier to the insurer is concerning. I contacted the assessor to explain what is now being positioned by the supplier of services to me. He committed to find out what is going on.

I respectfully request clarity on:

Which supplier the shower unit is now being sourced from. Has the quote been updated with outsurance from a compliance and quality assurance perspective, Non disclosure have me worried. They may or might source a inferior lower valued shower somewhere and then still get paid and i sit with the expense and subsequent problems that might pursue from there. I am not saying they will be dishonest i am merely saying the communication does not give me comfort. What specific product will be ordered. A confirmed installation timeline post the the 7-10 day delay The supplier requested i pay the excess amount and i have confirmed this will be the process but they failed to provide me with an invoice with the account details for payment as well. Please request your supplier to provide me with a proper invoice with there account details post outsurance having comfort with the supplier around the invoice and different suppliers ect. I dont want to communicate further with them unless absolutely necessary because of the appalling service and communication i am getting from them.

I appreciate your assistance and look forward to resolving this matter promptly.