Complaint Against Telesure Nedbank Claims Department and Their Assessors

I am extremely disappointed with how Telesure Nedbank's Claims Department and their appointed assessors have handled my recent claims. Their conduct raises serious questions about transparency, fairness, and customer service.

The first issue relates to my grass cutter, which was in perfect working condition before it fell while being used with the brush cutter attachment. After the fall, the machine stopped functioning, and upon inspection, we discovered the starter was damaged. I provided clear evidence, including a video, showing that the machine was working perfectly before the fall and ceased functioning immediately afterward. Despite this, the assessor concluded—without any solid justification—that the damage was not caused by impact.

It is hard not to feel that the assessor may have prioritized submitting a report favorable to Telesure to avoid repair or replacement costs. This approach is not only unfair but also undermines the integrity of the claims process, leaving me as the policyholder with a broken machine and no resolution.

The second issue involves my printer, which is now discontinued. Instead of offering me a replacement model of similar quality, I was presented with the option of a much cheaper and inferior model. This feels like a blatant attempt to shortchange me. A policy is meant to provide adequate coverage for the value of the insured item, and offering an inferior product as a replacement is unacceptable.

These experiences make it clear that the claims process has not been handled in good faith. As a loyal customer, I expected professionalism, objectivity, and fairness, yet I’ve been met with decisions that appear to prioritize cost-saving over delivering on the promise of the insurance policy.