GARDEN ROUTE NEWS - As residents across the Garden Route begin counting the costs of last week's destructive storms, many are now facing a second challenge: long waits for insurance assistance amid a flood of damage claims.
Homes, vehicles and businesses suffered extensive damage, while overwhelmed call centres and delayed repair timelines have added to the frustration.
George resident Neil Harlow said he was more than 4 000 callers deep in the queue when he contacted his insurer. "I left a call back, and they called me back after 19:00. The repairs may take a while. But I understand. Grateful I have insurance," he said.
Others reported bottlenecks in the claims process. Broker Sean Zonjee advised homeowners to check their policy details, particularly tree removal limits, which can quickly exceed coverage limits.
Willem Jordaan noted that while administrative processes were swift, repair capacity was under pressure. "Filling out the claim form and getting a claim number is quick. The nightmare is finding someone to quote and do the repairs. All the builders are overwhelmed," he said.
Some residents experienced smoother interactions. Gabriella Cheré Martin praised her insurer for a rapid response, stating: "They came out past 15:30 with an assessor and contractors to temporarily patch up the worst damage. Midday yesterday, the claim was approved."
Jeanine Robertson experienced significant disruption on her farm, but reported a swift administrative turnaround despite over R1m in damage. Photo: Supplied
On a nearby farm, Jeanine Robertson reported significant disruption but fast administrative turnaround, with over R1m in damage. "An assessor was already appointed today," she said.
Insurers confirmed a surge in claims. Outsurance's chief client relations officer, Natasha Kawulesar, noted that most claims relate to building and property damage, emphasising that storm, flood and wind damage are covered. "We have a 24-hour claims support call centre and have relocated assessing staff to the Eastern and Western Cape to assist," she added.
Santam spokesperson Thabo Mabaso stated: "We are still collating all the claims. There seems to be significant damage in various parts of the Cape, with the underlying cause being water and wind damage."
In the aftermath of the recent severe weather events, Discovery Insure spokesperson and chief commercial officer Precious Nduli said Discovery Insure has noted significant claims from the Garden Route region. About 40% of claims in the Western Cape stem from roof damage, 31% in the Eastern Cape, often exacerbated by rooftop installations.
Fallen trees accounted for 20% of claims in the Western Cape, notably affecting areas like George (24% of claims), Plettenberg Bay (13%), and Knysna (10%). Flood-related property damage is anticipated to dominate claims, overshadowing vehicle damage.
More damage to some walls in Lang street, George. Photo: Marguerite van Ginkel
"Our response prioritises client support, providing emergency assistance when necessary. While there are operational challenges due to weather impacts, we strive to process claims efficiently. Policyholders should be aware that comprehensive coverage for sudden weather-related damage is crucial, yet exclusions often apply for wear and tear and maintenance issues. Regular maintenance and policy reviews are essential for adequate coverage in future weather events."
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