******* service with disregard to customer satisfaction

SA homeloans insurance is the worst insurance one can use when it comes to home insurance. Starting from their customer service its clear they don't care about their clients. They say they will call and they never do, you always have to run after them to get answers. Me and my mom have recently claimed for the roof of the house and other damages that the hail storm caused in Newcastle KZN. From get go the claim was rejected, which mind you its been 12 years of my mom paying her premiums without missing any date. They reason for them rejecting, as per they explanation is that there was no proper maintenance done on the roof hence the water started coming through . Which to me is just a way of not approving the claim. This wasn't happening before the hail storm hit and it only happened after the hail storm, which mind you broke multiple windows. The claim for the windows they approved, and the only reason they did was due that the repairs were less then the access we had to pay. which was R700 and the repairs only cost R400, which basically shows that we paid for these repairs not SA homeloans insurance, hence they approved it.

I called in to get an understanding of what they are trying to say because to me it doesn't make sense. why wasn't the water leaking and pouring in the house before ? this only happened that night of the hail storm and not before. Still they rejecting the claim while they are the ones that fixed the roof 12 years ago and my mom always fixed the roof if there was a need. The water that came in also damaged the wall and carpets which they approved to fix but only once the roof is fixed which again shows no caring of they clients because they rejected the claim for the roof , so until my mom fixes the roof , they not going to do anything. my mom is stressing right now and i told her she must cancel this policy with these people and guess what , its not as easy as we thought . we called in to find out how to cancel and on the form they sent they say they will not cancel unless my mom finds and insurance first that is accredited by them and a whole lot of **** on there. So basically one cant simply cancel this policy. but i'm not letting this go because I know they don't care

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