TELESURE ABOVE THE LAW

Good day Natasha, Claims Department, and Telesure

I trust you are well.

We will not mention the house contents since it's already been settled.

Furthermore, we disagree with DAS and Telesure's Assessment of the Electric fence, Intercom, and CCTV.

I have copied Telesure's poor mail; please take time and have a look at our response highlighted in red. We have attached Blue Security's damage report and quotes as well as others.

Buildings claim: - DAS Report Attached

Customer is claiming for the following items:

Electric fence 6/9 strands - fence inspected damages not due to any insured peril but merely due to wear and tear and gradual deterioration over time , no compliance certificate is available for the fence , energiser inspected and tested and found to be working. The assessor from Upward Spiral who came to my parent's property is *********** to state that the damage to the electric fence was due to wear and tear and not storm damage because of the fact that before the storm occurred, the electric fence was in perfect working order and well maintained as well as the electric wire and bobbins were not ripped on its fixture. When the storm happened, it left us with ripped and hanging electric fence wire, bobbins, and non-working energiser. As stated in the policy schedule under insured events clause 2.2; storm, wind, water, flood, hail, or snow are covered.

Due to the mentioned failures from Nedbank and Telesure not capturing our claim in a reasonable time, we made sure that we did what's in policy schedule clause 8 under building; Duty of care. We took all reasonable precautions to minimize the damage, injury, or liability on the fence and had to cable tie the ripped wire, bobbins, and fixtures. In addition to this, we have to remind the claims department that we are bound by the policy schedule rules, the assessor never asked for or mentioned the COC certificate, and this requirement is not mentioned in the policy schedule and cannot be legally bound to have such a requirement to adhere to. As I mentioned earlier in my previous mail, I decided to appoint a much more competent service provider which is Blue Security to re-check the property. They confirmed that the electric fence is not working due to storm damage. (Quote Attached)

This impossible for storm/lightning/surge to be damaged CCTV -8 channel system was inspected and tested, 1 camera was found to be not working only, impossible for 1 camera to be damaged only by a power surge or storm -we have quoted for. Please apply due diligence pertaining to the photos that DAS has provided you and the *********** assessment that follows listed below. First, 2 of the eight cameras are completely dead, and not 1 that DAS mentioned.

Secondly; the cameras, the DVR, and the picture quality were in perfect, crystal-clear working order before the storm caused damage to the property. The picture quality of the camera reduces between 20-30% and often switches off on it's own, restart, and overheat. Mechanical damage due to the storm is not advisable to be repaired because of the ongoing concern, damage, or loss that can happen. (Quote Attached)

Intercom video module will need to be replaced, gate station receded into wall with cement and wood with no airflow for electronic , this can cause moisture build up and corrosion over time , the gate station needs to be removed off for further inspection. DAS confirmed that the intercom video module will be replaced because of the storm which is situated inside the house and it is common sense that this unit is linked via cable to the gate station. Both have been damaged at the same time due to the storm and should the storm/heavy rain have not occurred, it will still be working till today. Gate station fixed into the wall with cement and wood are properly waterproof, it also has its own breathing holes and my parents do not live near the sea nor have a pool for moisture to occur naturally. (Quote Attached)

Defy Oven will need to be removed from its enclosure and back enclosure opened in order to access electrical and its components to look at the cabling , element etc for further testing. Please note that both Assesstech (DAS's service provider) and Cosmo (Our service provider) have assessed the oven without causing damage to the built-in kitchen units. The fact that Upward Spiral cannot competently remove the stove and take out some *****s from the oven shows how *********** they are. Upward Spiral wanted me to sign a disclosure that if they cause damage to the property while assessing, they will not be liable in any way which is ********* and against good business practice.

From the onset, DAS and Telesure did not appoint a DEFY service agent to assess the oven, intercom, and aircon. It is unfair business practice to hold the insured to such a high standard when they cannot do the same thing. Furthermore, the policy schedule does not mandate me to fulfill such an unfair request. Please see Cosmo's damage report and quote to replace the oven and aircon confirming that the damage is due to the thunderstorm. Cosmo are reliable and affordable company, all you have to do is search the damaged items and confirm it yourself.

The customer has 31 days to supply us with reports for the intercom, stove and aircon and the report must explain the cause of the damage to the items and why the supplier provides a specific cause. All quotes have quanties and descriptions and the damage report clearly states storm damage. Please find all the quotes and report, should we miss any supporting documents kindly make us aware.

The report must include photos of the damages on the items. We will provide the photos to you and should we miss anything or the file is *******ed, please email us so we can correct them. Telesure and Nedbank in knowing your clients. I am a Nedbank loyal client and have appointed an insurance relationship manager for the longest time due to my policy and my parent's policy that I paying amounting to more than R6,000.00 per month. I pay this premium to cover myself and my family for any insurable events, but Nedbank insurance applies such incompetence pertaining to such a small claim. I am physically disabled and my parents are senior citizens with ongoing health concerns, Nedbank has failed us in providing a decent service and breaching the policy contract which you have a fiduciary duty to uphold.

We hold Nedbank Insurance responsible from the third of June 2024 for any damages, harm, or death, that might occur because of the safety concerns regarding my parent's home security such as Electric fence, and CCTV as well as appliances that might cause fire at any moment. The longer this claim takes, the Nedbank Insurance will be liable for compensation for poor service and interest. Since security is down at my old parent's property, it will be easy for ******* to jump in and cause more damage.

I can no longer prevent any further damages to my parent's property under clause 8 of our policy schedule; Duty of Care.

Lastly, my dad has written you a letter that clearly states that all claims pertaining to the storm damage are valid, if it was not for the storm, we would not be in these difficulties today.

Regards Naidoo and Family