SA HOME LOAN INSURANCE IS INEFFCIENT

Extremely Poor Service and Lack of Urgency – SA Home Loans Insurance Claim

I am deeply disappointed with SA Home Loans, specifically Marcel Masitry and Priscilla Malindi, for their complete lack of communication and urgency regarding an insurance claim submitted in December after severe hail damage to our home.

Since the claim was logged, SA Home Loans has sent six different assessors to inspect the same damage, repeatedly taking measurements and reviewing identical issues. This caused unnecessary delays and disruption, especially over the festive season. As a result, our home was left in a terrible condition throughout December, despite being insured and repeatedly begging for the process to be handled timeously.

As of 16 January 2026, we are still waiting for quotations to be finalised. Instead of the team leader holding third-party service providers accountable for excessive delays, SA Home Loans has allowed this inefficiency to continue unchecked. The lack of ownership and follow-through is unacceptable.

Summary: We suffered a severe and traumatic event due to the hail damage, only to be met with indifference, poor communication, and slow, inefficient service from SA Home Loans. There is absolutely no sense of urgency, empathy, or genuine care for the client. This experience has added unnecessary stress to an already difficult situation. SA Home Loans has failed us at a time when support and efficiency were critical.