Fire Claim 3 weeks unresolved

<p>10 March 2017(Friday) our kitchen burnt down and affected the rest of the house(water damage smoke damage and soot making the house un livable) , a claim was opened and nothing happened till Monday the 13th. </p> <p> </p> <p>Our Broker from AON (Stephen Visser) contacted us and told us an assessor would contact us and make an appointment. </p> <p> </p> <p>We missed the assessors call and I had to call to confirm a time when he could come and do an assessment, and said he will "squeeze" us in, or we would have to wait a week before he could give a scheduled time. </p> <p>He came the next day at 11am, and before introducing himself he said "you are not special, this happen all the time". </p> <p>He then just walked into the house and looked around, then asked if the electricity is working? We told him our structure insurance (OUT surance) told us not to switch any of the electricity on to prevent further damage. Well he decided to take it upon himself to start switching electricity on ( with sparks and kept blowing the main switch board) he continued doing so with us telling him not to do it as we were instructed not to. </p> <p> </p> <p>He managed to switch some plugs on in the house, and then he started his "assesment". He said we can start cleaning the kitchen and discard of the damaged appliances and items. He took pictures of the hall way the main bedroom and walk in closet. </p> <p>He then suggested to send a company to come and open electronic equipment in the lounge to see if it got water and soot damage. He also insisted that the water marks on TV and walls were from condensation, and not water damage (we dI'd inform him that the house was sprayed with water to prevent the fire from spreading.)</p> <p> </p> <p>After he left we decided to write our concernst to our Broker (Aon) and claims consultant Precious Nontokozo (Santam) stating our concerns and the fact that we are getting bul**** by the assessor. </p> <p> </p> <p>This was the email to the above mentioned ;</p> <p>Good day,</p> <p><br />Further to our telephone conversation, the assessor came through to do the initial assessment.</p> <p><br />I must say I was also taken a back by the assessors comment about this incident is nothing special and happens all the time... yes in his world it may be, but this is not in ours! And should be treated as so! </p> <p><br />He asked for a different company to come and test electrical appliances and said they will open these items and test them.</p> <p>These items were wet while the fire was been put out and to prevent the fire from spreading. They have also been covered in soot. With the new items if they are opened up for testing and or cleaning the warranty would be null n void. And what are the long term effects on these items due to the water and soot, is Aon going to replace at a later state if this items stop working due to this incident and r we they at that point suppose to pay another excess. When asking the quesion on warranty on these items, his comment was the TV should be out of warranty by now. This was not addressing the question as there are many other electrical items, that are still under warranty.</p> <p> Clothing items, bedding, throws, pillows. beds, towels etc are smoked and have soot on them, I was told the referal company would clean. This again the smoke smell will not be removed the a same with the stains from the soot. The lounge is wood and was wet, we were told that if it gets treated it will be fine. The wood is wet and will start rot from the inside! The same with the cushions they will get moledy from the inside and smell.</p> <p>The assessor did turn the power on to parts of the house, however it must be noted that this was something outsurance the structural insurance had said to hold off on until they got there. We did tell him that a few times, but he still proceded. If there are any come back on this, I do belive Aon needs to take responsibility for his actions. </p> <p><br />We would appreciate a phone call regarding questions and other things that do not sit well with us.</p> <p> </p> <p> </p> <p><br /> </p> <p> </p> <p>-</p> <p>This email was never addresed via email from both Aon and Santam, however Precious (Santam) contacted my partner (Wednesday the 15th) and confirm receipt of this email and said she agree with what was said and that the items needs to be replaced, and we must submit quotes. She also said she would call and cancel the other people that the assessor wanted to send out. She also advised that she are going into training for the nextrale 2 hours 12 -14pm .</p> <p> </p> <p>2 hours later the people showed up (Precious never called and cancelled as per telephone conversation and agreement). The guy 1stly had our names wrong and insisted to come in, we then told him that the conversation between tj and precious and all was cancelled. He still insisted to come in and started raising his voice. Back on the phone with stephen to try an make this man leave, he parked his car in front of our gate and in the drive way refusing us to move our car inside. (Precious was in training at this point).</p> <p> </p> <p>Eventually Precious's manager contacted us stating that what Precious said was incorrect and that we need to let this man into the house. We expressed our concerns again with this man being a bully and pressuring us after not even allowing us to drive into our yard., and threatening us with sending us bills threatening and trying to intimidate us</p> <p>She still insisted we let him in, as that is part of the process and there's nothing she can do. We also called Chris (Aon) for assistance with this incident. She said this is part of the process and that that it's the only service provider AON use . Finally Stephen (Aon)got the man to leave.</p> <p>We then requested from Chris (Aon) and Natasha YesMarian (Aon) to send a new assessor and new vendors to test items. They told us they would look into it. The next day Thursday 14h00, Natasha called and said they can not send out a new Assessor as it would cost Aon and Santam to much money, (this is not out problem , we pay our montly premuim and expect to be treated with the utmost respect as we were treating Aon and Santam)they would request a new company to come and test the items (they still sent the same company).</p> <p> </p> <p><br />There was nothing more for us to say, but to agree, as we are reliant on the insurance to finalise everything after the whole traumatic incidents. </p> <p>Friday came and gone , still NO emails , NO calls, around 2pm I called Precious, to see what's happening and why there have been no feedback (1 week later), she was unavailable so we left a a message and was promised to get called back withing 20 minutes. 1 hour later still no call back, I decided to call again, this time she was available, I asked did she get the message to call back, she said that she had gotten the message, but she was busy.</p> <p>We asked what was going on and why there was no communication and no calls to confirm when the new people are going to call and schedule a time to come inspect electronics.</p> <p> </p> <p>We requested all calls between us and Aon and calls between us and Precious and Santam as we are thinking of taking this to the Ombudsman.</p> <p> </p> <p>6 days later (Wednesday) Stephen (Aon) started pushing email communication to Precious requesting answers as to what is happening, Precious said that she is waiting for Dryforce to contact us. </p> <p> </p> <p>Today is Thursday 1 day short of 2 weeks and dry force contacted us to come through.</p> <p> </p> <p>When the lady from Dryforce got to our house she asked if we are ok after the fire, I then rep**** " Well after 2 weeks of us trying to survive in this burnt down house we trying to move on with as very little to non help from the insurance. She was shocked to learn this happened 2 weeks ago, and she was under the impression she was supposed to come clean the walls and the tiles. </p> <p>After numerous calls between Stephen and tj and myself- to try and get hold of Precious. Precious then called the vendor, and the Dryforce Lady explained that she would be able to do the cleanup but it would take between 4and 5 days for cleaning and testing. While on the phone Precious explained to the lady of Dryforce what is expected. </p> <p>The Dryforce lady then said she needs to leave and we should let her know when she should start. Leaving us STILL confused as to what needs to be done.</p> <p> </p> <p>I spoke with Precious and was told we should call her only tomorrow as she is on her way home. I rep**** to that saying no you should wait for a call from my partner before going to your home, as for we do not have a home at this point coz nothing is happening. </p> <p> </p> <p>When getting hold of Precious, she could once again not give any answers as to what is happening or procedures, and when asked as we requested when her manager will contact us ( up to today not contacted us once , after requesting numerous times for her to get in touch). </p> <p>I requested the manager to Call us last Friday (1 week later and to date nothing). When asking Precious as to when the manager would contact us and when would we could get the phone calls, her answer always remain "I am following up".</p> <p> </p> <p>We are heading into 3 weeks with NO resolution in sight and lack of feedback and NO assistance. With constant process changes</p> <p> </p> <p>When asking our broker the questions, he says it's with Santam and he is not sure.</p> <p> </p> <p>When speaking to the claims person they are also unable to give answers.</p> <p> </p> <p>The service from Santam, and Aon is horrible and the non existing! Feedback from santam even worse. The lack of knowledge of their own procedures and CONSTANT INCORRECT information given is just appalling.</p> <p> </p> <p>The rudeness, lack of empathy and bullying and ************ from the Vendors and Assesors of Santam, and the failure for a Santam to adress any of this issues makes you wonder if Santam and Aon have your best interests at heart. </p> <p> </p> <p>Santam" Insurance Good and Proper" ( what is good and proper about the service and bullying we had to endure for 3 weeks without any proper guidance, empathy, service??!!)</p> <p> </p> <p>We have dealt with numerous managers, claim admins, and they are still unable to tell us what to do.</p> <p> </p> <p>Claim number </p> <p> ********** 50</p> <p> </p> <p>Can someone with answers and knowledge get in touch to assist in having this resolved ASAP. We have been through enough Trauma and Stress with the the fire and additional expenses, we didn't expect our insurance to make this process even more traumatic.</p> <p> </p>