Unacceptable Service, Lack of Oversight, and Damaged Kitchen After Bryte Insurance Claim

I lodged an insurance claim through my Body Corporate with Bryte Insurance around March/April 2025 after a burst building pipe caused significant water damage and mould growth in my kitchen. Despite this being a straightforward claim for cabinetry replacement and remedial works, the process has been an absolute nightmare.

Bryte Insurance only provided feedback in May, and appointed their own service provider — despite my repeated requests to use my own trusted contractor. I was told this was not permitted. Unfortunately, the appointed service provider has delivered poor workmanship and has been completely unaccountable throughout.

The problems have been numerous: * Incorrect measurements and poor-quality installation of cabinetry. * Mould reappearing in at least one of the newly installed cabinets. * No evidence that the walls were properly cleaned after the supposed mould treatment (which took several months) before new cabinetry was installed. * Persistent delays and lack of communication from both Bryte and the service provider. * No follow-up or oversight from Bryte to confirm whether the job was progressing properly or if I was satisfied.

I have written to the Bryte representative handling the claim numerous times, but she almost never responds and provides no feedback on the status of the work. There has been no visible oversight from Bryte on whether the job is being done correctly or within acceptable standards. From my experience, Bryte appears to exercise no meaningful oversight or quality control over its appointed contractors, leaving clients to deal directly with unresponsive and careless service providers.

After inspecting the work again today (12 November 2025), I also discovered that the hob is completely cracked, yet the service provider neither mentioned this nor appeared to notice it. This adds to my growing concern about the lack of care, attention, and accountability from everyone involved.

To make matters worse, I have spent a long time holding on, trying to get through to someone on Bryte’s complaints line, but the calls go unanswered every time. It seems impossible to reach a human being to escalate the matter or get any assistance.

This is completely outside of the fact that I have not been able to let the unit because I’ve been waiting for this repair to be completed. This delay is costing me every month in expenses and levies. At this point, it would have been cheaper and far less stressful to have installed a brand-new kitchen with a professional company than to have gone through this nightmare with Bryte.

After more than seven months, I am left with a kitchen that still has mould, visible defects, and now a cracked hob — and no sign of accountability from anyone.