Complaint Regarding Rejected Insurance Claim – CIA Insurance

Subject: Complaint Regarding Rejected Insurance Claim – CIA Insurance I would like to raise a concern regarding my recent experience with CIA Insurance and the handling of a claim submitted for water damage at my home. A water leak occurred in my kitchen and garage after a geyser pipe burst suspected within the wall. The leak was unfortunately not immediately observed because it was inside the walls and therefore not visible. In addition, the garage walls were obstructed by fridges and couches that were in storage, which made identifying the source of the leak impossible at the time. The kitchen cupboards obstructed it on the kitchen side. Once we noticed the problem, we immediately logged a claim. Since then, my family has had to close the main water supply to prevent further damage to the house and its contents, leaving us without running water for an extended period. The damage includes water affecting the kitchen cupboard, walls in the garage and kitchen, and water exposure to the tiled floor. Although the tiles did not lift, they were exposed to water for a significant period. CIA Insurance rejected the claim on the basis that they believe the damage is old. However, the pipe has since burst completely and floods the house when the water supply is opened, clearly indicating that the damage was related to a concealed plumbing failure and not something that was reasonably detectable earlier. This situation has left my family in a very uncomfortable position, without water and with visible damage to the property. As a policyholder, one expects support and fair consideration in circumstances such as these. I respectfully request CIA Insurance to review this matter again and provide a clearer explanation for the rejection, as well as consider reconsidering the claim in light of the concealed nature of the leak. If this matter is not resolved urgently and fairly, I will have no option but to escalate the complaint to the Ombudsman for Short-Term Insurance and pursue further formal channels to review the handling and rejection of this claim. Please advise what I can do. Kind regards Cornelis Muller