Unpaid claim and Rude claims agent

In August 2024, we submitted a claim following a significant water leak from one of our showers that resulted in extensive flooding in our home. The leak affected the adjoining wall and caused serious damage to our laminate flooring, leading to swelling and deterioration.

Upon filing our claim, SAHL promptly sent a flooring contractor to assess the damage. He confirmed that both the flooring and the wall were saturated due to the water leak. However, when we sought further clarification regarding the wall damage, SAHL sent an additional contractor who reiterated that the wall was indeed saturated and would require extensive repairs.

Despite these assessments, we received no response from SAHL. A third assessor was subsequently sent, who again confirmed the previous findings.

Unfortunately, when my wife contacted the claims agent for an update, she encountered unprofessional behavior. The agent dismissively claimed that the assessors' reports did not indicate any water damage and suggested that we should be grateful for the flooring replacement. She also threatened to deny the claim, stating there was no damage to the wall, and offered little assistance in resolving our concerns.

Overall, our experience with SAHL has been frustrating and disappointing. The lack of effective communication and the dismissive attitude of the claims agent have left us feeling undervalued as customers. We hope for a more constructive resolution to our claim which still has not been settled but rather closed after 3 SAHL assessors all have given the same negative report.