Talking about poor customer care!!!!!!!!!!

Good day I just want to share this review of South African Home Loan (SAHL) with the world. I had the ceiling falling off in my sitting room and the other one leaking in the bathroom. It was on the 5th March 2019 midnight when the ceiling fell and on the 6th March 2019 I reported it to SAHL insurance. An assessor was sent days after the event occurred because I insisted that I need to talk to the supervisor. It took them more than a week to respond after a trail of follow-up emails.

On the 15 March 2019 I received an email stating that they won't pay for the roof damages (rejection letter attached) but will pay for the ceiling only. What puzzles me is that they paid for the part of damaged roof in 2018 with the same 4.2.11 clause, but now they refused. It stated that I should email bank statement and sign the letter (attached) they forwarded me, I did all that because I needed the ceiling to be fixed. But because of their delay to pay I appointed a contractor to fix the damages as I was no longer staying in the premises because my son is asthmatic and there was a lot of dust in the house. But I reported to Mr Bhavish that I will make means to fix the damages because they are delaying and it is expensive for me and health risk at the same time, he told me that unfortunately that is how things work. So booking accommodation was costly for me, I reported my son's health condition to consultant and that I had booked somewhere because of his condition but the consultant (Mr Bhavish) never considered that and I think it is also supposed to be covered by the insurance, clause 3.4 states that.

Guess what, on the 20 March 2019 I received an email stating that the payment was blocked by the management because I have claimed for ceiling in bathroom, lounge and roof that was affected in 2018, I was told to email evidence (pictures or invoice) of the places that were fixed. I had to take a loan to pay the contractor that had already started with the process when they told me they are blocking payment. After the ceiling was done I had to get electrician to connect the electricity, which also came at a cost. Bare in mind, loan has an interest, and this all happened because of an inconvenience from SAHL which promised to pay then later told me that the payment was blocked.

I sent pictures, after days I did a follow-up and I was told to email invoice (Bare in mind this is time consuming because initially they said pictures OR invoice). They were silent again for days, when I did a follow-up I was told an assessor will come with the contractor. An assessor came on the 16 April 2019. She took pictures of the bathroom that was done in 2018 and the pictures of the bathroom that was fixed this year. She requested that I forward her the invoice of the ceiling that was recently done. I emailed it. It is towards the end of April (2nd month) and still no solution to the above-mentioned problems from SAHL. I just wanted to share the traumatic experience I have had with SAHL and it's not concluded yet. Now I'm sitting here wondering if they will pay for accommodation costs that I had to book or interest for the loan that I had to take because of the inconvenience they have caused.

Today is the 24/04/19 but I have not heard anything from them although the assessor came a week ago.