Re: Roof Leak – Ongoing Lack of Assistance

Dear Hellopeter Team,

I am writing in response to your follow-up regarding whether SA Home Loans Insurance has ever assisted me with my longstanding roof leak issue – reference number *** - [CL***].

This issue dates back to 2017, just a few months after I moved into the property, which I purchased through SA Home Loans. The roof leak was a pre-existing problem I inherited, yet it was not flagged during the inspection done by the same service provider SA Home Loans used to approve my loan.

When I initially reported the issue, I was advised that my insurance policy was still too new to process the claim and that I should fix the roof at my own cost. Trusting that guidance, I personally attended to the roof repairs for three years, hoping that in future the insurance would cover such repairs once my policy matured.

Fast-forward to 2024 — I reported the problem again, only to receive no meaningful assistance. Instead, I have been sent a standard response stating:

"Kindly note your appeal is with the relevant department. Once finalized they will revert with feedback. I trust you will find the above in order. Regards."

To date, there has been no update, no action taken, and no repair of the roof. Even worse, I have now been told that the damage is being classified as a result of my own negligence — despite the fact that I took proactive steps to fix the roof based on their advice, using my own resources for years.

This entire experience has been deeply disappointing. I feel completely let down and failed by SA Home Loans Insurance. I paid for this insurance in good faith and followed all procedures, yet I was discouraged from claiming early on, and now when I genuinely need their service, I’m being rejected.

What is the purpose of paying for insurance and following the correct channels if the client ends up being blamed, ignored, and left to suffer alone?

I kindly request that this matter be escalated urgently to a senior representative within SA Home Loans Insurance who can provide a concrete solution — not just acknowledgments with no action.

Sincerely,

Thembi Matjokana