Complaint Submission

I am extremely frustrated with the handling of my insurance claim. The claim for damage caused by a lightning strike to my home’s security system was reported on 13 November 2024. On 05 December, I was promised by your complaints division that Redneo would be assigned as the contractor to handle the repairs. However, as of today, 13 December—31 days later—nothing has been done.

I called again on 11 December at 9:00 AM to raise another complaint and was assured that Mohammed Khan, a manager in the complaints division, would contact me to resolve the issue. I have not received any follow-up, and there has been no progress on my claim.

The delays and lack of communication are unacceptable. Additionally, the long hold times on your call centre (over 20 minutes) make the situation even more frustrating.

If this matter is not resolved immediately, I will escalate my complaint to the Short-Term Insurance Ombudsman in Johannesburg. Please treat this issue as urgent and ensure the repairs are completed without further delay.

Thank you.