Indwe Risk Services
2.1|288 reviews
CM
Christian M
1 reviews | Active since Member
18 Dec 2025, 11:18
Broker forgets to register R1000,000 claim - then offers R20,000 compensation for his error
I have been dealing with Indwe Risk Services for two claims resulting from water damage in June 2024. It is now 16 months later and Indwe are still kicking my claims down the road and have now informed me to take legal action against them.
In a nutshell, I had water damage on 5 June 2024, an assessor was appointed who identified 4 claims. However, I later found out that my broker only registered 2 of the 4 claims. That was the first warning sign! 2 registered claims, 2 unregistered claims!
The missing claims were never registered, never processed, never assigned to an assessor, but my broker then came to see me ten weeks later to inform me that my missing claims had suddenly been declined, without providing me with a letter from my insurer or the agreement of loss. My broker had appointed himself assessor and had decided my claims should be declined. That was another warning sign!
After 16 months my broker has still not provided me with a letter from the insurer, because I assume it does not exist, and he has now informed me I have to take legal action against him to obtain documents that I, as policyholder, am entitled to receive.
The two “missing claims” were not processed, not approved, not paid out. In total I submitted 9 costs for the one claim, 2 costs for the other claim and 10 reminders. All ignored.
There was no feedback from my broker, other than informing me that I had to wait. Not sure why, but that was their feedback.
After ten weeks my broker arrived at my office and informed me that my two missing claims had been denied by SANTAM. No supporting documents, no assessor reports, no agreements of loss, nothing. Another warning sign that something was wrong.
As I understand the process, once a claim is declined the insurer issues such a letter and the broker presents this to the policy holder. The broker does not decline a claim, an insurer does. So what happened in my case? Another warning sign!
I asked for a letter from my insurer and my broker assured me he would be contacting SANTAM to obtain such letter. I am still waiting for this. Another warning sign!
My broker did not respond, again, so I escalated this to all financial regulators. I already suspected that the two missing claims were never processed. So fast track to 2025, about 8 months later, when FAISOMBUD commented that there seemed to be confusion about the assessors dealing with my two “missing claims”.
I referred the matter back to Indwe, we had a meeting and they confirmed that they were confused about the assessors and offered me R20,000 compensation for their error. As my claims were for R1,000,000 and R27,500 respectively, a R20,000 settlement was an insult. This was another warning sign that something had gone wrong. A broker offering a cash settlement for their error?
I then contacted SANTAM who confirmed that my missing claims were never registered and that they never issued a letter declining them.
So back to my broker and I asked why my missing claims had never been registered. My broker informed me that the other assessors would have dealt with the missing claims. After checking the assessor reports I confirmed that they did not deal with my missing claims, so I went back to my broker asking for a copy of the insurers letter declining my claims.
My broker refused to provide this letter. Another warning sign! I now have to assume that such letter does not exist.
I continued asking, and was refused, and was then told to take legal action against my broker to request any further documentation regarding my claims. So I, as policy holder, was denied a copy of the official letter from my insurer declining my claims!
My attorney then wrote to Indwe asking for copies of all relevant documents, and all we received was a copy of my policy document and an email explaining how my other two claims had been processed.
This was another insult, why would we request information on the approved claims. We had asked for information on the declined claims. Another delaying tactic.
I now have to take legal action against my broker to obtain the information that I, as policy holder, am entitled to receive. Another warning sign that my broker is hiding something!
That is my experience with Indwe.
First, they forgot to register my claims, then they state my claims had been denied, then they offered me a R20,000 bribe to make it all go away, and then they stopped communicating with me and informed me I have to take legal action against them to obtain the documents that I, as policy holder, am entitled to receive!
Surely if everything was above board my broker should be willing to provide me with all required correspondence, including the letter of denial from my insurer and the agreement of loss? Basics that a policyholder is entitled to?
******, *****s or honourable insurance brokers?
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Replies (1)Indwe Risk Services's replyOfficial
03 Feb 2026, 07:03Good day Mr. Mahncke
Your claim arising from the water damage incident was duly submitted to the insurer, Santam Limited, who duly appointed assessors, and settled by the insurer on a full and final basis, as confirmed by the signed Agreement of Loss. The insurer has confirmed in writing, through its Complex Claims Manager, that the claim has been concluded in full and final settlement and that no further reassessment, reopening, or additional claim determinations will be undertaken in respect of this event.
You elected to challenge the insurer’s settlement through various statutory and regulatory forums. The National Financial Ombud Scheme (NFOSA) considered the matter and ruled in favour of the insurer and/or dismissed your complaints. The Financial Advisory and Intermediary Services (FAIS) also considered all facts and information as well as the NFOSA outcome and concurred with their ruling. The Financial Services Tribunal contemplated the NFOSA and FAIS outcomes and did not differ from the afore mentioned rulings. You were advised that any further recourse would need to be pursued through the courts.
The statements you have made on this public post on the “Hello Peter” platform does do not reflect the full factual and regulatory history of the matter, including the rulings referred to above. In the circumstances.
We are aware that you again escalated your matter to Santam Head Office and this matter be addressed accordingly.
Thank you
Indwe Risk Services
Your claim arising from the water damage incident was duly submitted to the insurer, Santam Limited, who duly appointed assessors, and settled by the insurer on a full and final basis, as confirmed by the signed Agreement of Loss. The insurer has confirmed in writing, through its Complex Claims Manager, that the claim has been concluded in full and final settlement and that no further reassessment, reopening, or additional claim determinations will be undertaken in respect of this event.
You elected to challenge the insurer’s settlement through various statutory and regulatory forums. The National Financial Ombud Scheme (NFOSA) considered the matter and ruled in favour of the insurer and/or dismissed your complaints. The Financial Advisory and Intermediary Services (FAIS) also considered all facts and information as well as the NFOSA outcome and concurred with their ruling. The Financial Services Tribunal contemplated the NFOSA and FAIS outcomes and did not differ from the afore mentioned rulings. You were advised that any further recourse would need to be pursued through the courts.
The statements you have made on this public post on the “Hello Peter” platform does do not reflect the full factual and regulatory history of the matter, including the rulings referred to above. In the circumstances.
We are aware that you again escalated your matter to Santam Head Office and this matter be addressed accordingly.
Thank you
Indwe Risk Services
Best regards,
Indwe Risk Services's reply03 Feb 2026, 07:03
Official
Good day Mr. Mahncke
Your claim arising from the water damage incident was duly submitted to the insurer, Santam Limited, who duly appointed assessors, and settled by the insurer on a full and final basis, as confirmed by the signed Agreement of Loss. The insurer has confirmed in writing, through its Complex Claims Manager, that the claim has been concluded in full and final settlement and that no further reassessment, reopening, or additional claim determinations will be undertaken in respect of this event.
You elected to challenge the insurer’s settlement through various statutory and regulatory forums. The National Financial Ombud Scheme (NFOSA) considered the matter and ruled in favour of the insurer and/or dismissed your complaints. The Financial Advisory and Intermediary Services (FAIS) also considered all facts and information as well as the NFOSA outcome and concurred with their ruling. The Financial Services Tribunal contemplated the NFOSA and FAIS outcomes and did not differ from the afore mentioned rulings. You were advised that any further recourse would need to be pursued through the courts.
The statements you have made on this public post on the “Hello Peter” platform does do not reflect the full factual and regulatory history of the matter, including the rulings referred to above. In the circumstances.
We are aware that you again escalated your matter to Santam Head Office and this matter be addressed accordingly.
Thank you
Indwe Risk Services
Your claim arising from the water damage incident was duly submitted to the insurer, Santam Limited, who duly appointed assessors, and settled by the insurer on a full and final basis, as confirmed by the signed Agreement of Loss. The insurer has confirmed in writing, through its Complex Claims Manager, that the claim has been concluded in full and final settlement and that no further reassessment, reopening, or additional claim determinations will be undertaken in respect of this event.
You elected to challenge the insurer’s settlement through various statutory and regulatory forums. The National Financial Ombud Scheme (NFOSA) considered the matter and ruled in favour of the insurer and/or dismissed your complaints. The Financial Advisory and Intermediary Services (FAIS) also considered all facts and information as well as the NFOSA outcome and concurred with their ruling. The Financial Services Tribunal contemplated the NFOSA and FAIS outcomes and did not differ from the afore mentioned rulings. You were advised that any further recourse would need to be pursued through the courts.
The statements you have made on this public post on the “Hello Peter” platform does do not reflect the full factual and regulatory history of the matter, including the rulings referred to above. In the circumstances.
We are aware that you again escalated your matter to Santam Head Office and this matter be addressed accordingly.
Thank you
Indwe Risk Services
Best regards,