Concealed Pipe Leak Claim Dragging On for Months With No Clear Resolution

Complaint Reference: HOL-358567-05 26

I am extremely disappointed with the handling of my homeowners insurance claim by Hollard / FNB Insurance Brokers / Brolink.

My claim relates to water damage caused by a concealed plumbing leak within the wall structure of my property. The claim was registered in March 2026, and despite multiple inspections and months of follow-ups, the matter remains unresolved.

Since the claim was opened:

an assessor has attended, a plumber has attended, and a flooring/wood replacement contractor has attended.

Each inspection has required me to take time away from work in order to provide access to the property, causing repeated disruption to my employment and personal schedule.

Despite this, communication and progress have been extremely poor. I have had to continuously follow up for updates, while receiving little clarity or meaningful timelines regarding repairs or claim resolution.

The matter was eventually escalated to Hollard management only after I lodged a HelloPeter complaint.

I have now been informed that yet another assessor inspection is required, despite multiple previous assessments already having taken place. This raises serious concerns regarding the efficiency and handling of the claim process.

What is particularly frustrating is that the leak originated from concealed plumbing within the wall structure — something not reasonably visible or accessible during normal day-to-day maintenance — yet the claim has now been rejected based on “wear and tear” and “gradual deterioration.”

I remain cooperative and continue to allow access for inspections, but after months of delays, ongoing damage to my property, repeated inconvenience, and lost work time, I believe this matter has been handled very poorly.

I sincerely hope Hollard will now resolve this matter fairly, transparently, and urgently.