As property insurance claims rise, experts emphasise the crucial role of moisture management in safeguarding assets and resolving disputes. Proactive strategies can keep you ahead of the game.
New findings from the National Financial Ombud Scheme South Africa (NFO) reveal a striking trend in property-related insurance disputes, which increasingly revolve around the critical distinction between sudden water damage and long-term maintenance issues. This trend is underscored in the NFO Annual Report 2025, which sheds light on how these distinctions are influencing homeowners’ insurance claims, leading to a growing wave of complaints and rejections from insurers.
According to the report, motor vehicle insurance constituted a staggering 35.4% of resolved non-life complaints, with homeowners’ insurance following closely at 27.5% and commercial insurance accounting for 12.1%. Within the homeowners’ insurance sector, unpredictable acts of nature were responsible for 42% of complaints, while 15% hinged on incidents like bursting water apparatus, including geysers.
However, a troubling pattern emerged as the leading cause for claims rejection was identified as gradual deterioration due to poor maintenance and wear and tear — issues that often go unnoticed until it is too late. The report indicated that this reason for rejection saw a sharp increase of 17.5% in 2025 compared to the previous year, marking a significant shift in how insurers are evaluating claims.
