Surelink Short Term Insurance Brokers

Poor Advice, Delayed Communication, and No Support When We Needed It Most

This review has been nearly one and a half years in the making. Our first insurance claim arose from storm damage in November 2024, and the matter has only recently been resolved after a lengthy appeals process. Looking back, one of the most disappointing aspects of this experience was the service we received from our broker, Surelink. Throughout the claims process, communication was slow and inconsistent. On one occasion there was a delay of almost two months before important correspondence reached us, causing unnecessary uncer*****y and delaying our ability to respond appropriately. More concerning was the advice we received. We were instructed to appoint our own contractor because, we were told, the insurer had limited capacity over the festive season. At no point were we informed that the insurer distinguished between approved and non-approved contractors, or that using a non-approved contractor could later become an issue in our claim. Had this been explained to us, we would have immediately requested an approved contractor and could potentially have avoided the dispute that followed. We were also never informed about the 90-day period within which to challenge a rejected claim. By the time we became aware of the relevant timeframes, valuable time had already been lost. Even during a face-to-face meeting to discuss our options, the urgency of pursuing an appeal was not communicated. As clients, we rely on our insurance broker to guide us through what is often a stressful and unfami**** process. Unfortunately, we experienced delays, inconsistent advice, and a lack of critical information that ultimately prejudiced our position. Finally, what makes this experience particularly disappointing is that our broker neither supported us nor appeared to believe in the validity of our claim or our appeal. We were actively discouraged from pursuing an appeal. In the end, we prepared and submitted our appeal to the Ombud ourselves, without any meaningful assistance from Surelink, and after a long and difficult process we were successful. A broker's role extends beyond simply placing insurance cover—they should advocate for their clients, provide sound advice, explain important deadlines and procedures, and support their clients when disputes arise. Unfortunately, our experience was the opposite. Rather than feeling represented by our broker, we felt that we had to navigate the most challenging insurance dispute of our lives alone. While the insurer is responsible for the claim decision itself, we believe Surelink failed in its duty to provide timely, accurate guidance and proactive support. We hope they review their claims handling procedures so that future clients are properly informed of their rights, important deadlines, and the implications of the advice they are given.