claim rejection

Dear SA Home Loans Insurance Team,

I am writing to express my deep disappointment with the handling of my recent insurance claims, specifically Claim Number CL*** and the follow-up Claim Number CL***.

After registering the initial claim (CL***), a service provider was sent to assess the issue with my gate motor. They identified a power supply problem and attempted to fix it. Unfortunately, the motor only functioned for one day before failing again. I contacted the service provider, who returned and informed me that the motor was not responding to the set limits, causing the gate to open only halfway.

Following their advice, I was told to replace the gate rail. Due to financial constraints, I had to wait until payday to carry out the repair. Once the rail was replaced, I contacted SA Home Insurance again to report that the motor was still malfunctioning. The same service provider was sent out, and although the motor worked briefly after their visit, it stopped functioning shortly thereafter.

On 31 July, the technician returned and assessed the motor. He informed me that it was leaking oil and was beyond repair, recommending a full replacement. I then contacted SA Home Insurance and was advised by a representative to open a new claim, which I did under Claim Number CL***.

However, just two days later, I received a call from another representative informing me that the claim had been rejected on the grounds of "wear and tear." I find this decision unacceptable, given the repeated attempts to repair the motor and the clear evidence provided by your appointed technician that the motor is damaged and leaking oil.

I respectfully request that this matter be reviewed thoroughly. The motor has consistently failed despite multiple interventions, and I believe the rejection of my claim does not reflect the reality of the situation. I trust that SA Home Loans Insurance values its customers and will take the necessary steps to resolve this issue fairly.

I look forward to your prompt response. Regards Nomusa Buthelezi