Vuyelwa D

Insurance Claim

On the week on 11 My 2026, we had heavy rains in Cape Town and I notice the was water running down in one of the walls contacted the insurer an assessor came through. now yesterday they phoned me to say that the claim has been rejected due to a damage they found on the roof which I was not aware of. According to them the water damage has been there for a while so I should have reported it. My question to them was HOW was I supposed to know if the were no visible signs of a leak from the inside? Had we not had the rainy windy weather for those few days I would not have known. Now they are shifting to say I should have gotten a professional to come and check, why would I seek services for something I know nothing about? The house is a new build and is 5 years old. Must we client now climb on the roof to check for possible leaks? That is why we take out insurances for just in case something happens we are covered. I don't understand on what basis was the rejection. You try to call their call center you are on hold for up to an hour with no one answering. Why must we keep on paying if we are not going to be assisted?