Hi, I am having trouble making a claim from SpeedHome

A few weeks ago, Afiqah from Speedhome never mentioned anything about requiring a handyman to look at the appliances that need to be replaced.

But now, about 4 days from 14 days after the tenants have left, she claims that a handyman report is required

This lack of time is giving me anxiety.

I find Afiqah not being upfront when she does not clarify all the requirements to make any claims. What if after I made the claims, it turns out that the handyman has to be "registered" with a 3-year old company of anything?

The reason we are using Speedhome was the insurance guarantee, but now Afiqah from Speedhome is giving us the runaround. Now we are a little anxious about the claims process due to these new information

wheimeng I am also having trouble reaching Afiqah, as she can only be reached if she decides to call me. We are running short on time too, no thanks to the whole miscommunication from Speedhome

First she never mentioned anything about a handyman for items to be replaced


And now she turns around and say that handyman report is required


This post has been edited by wild_card_my: Dec 10 2019, 02:44 PM

Following this incident......any claim should come with checklist to ensure no miss out

wow.... i am looking forward to handover to speedrent to manage my unit soon .

hope your team never disappoint me. looking forward to see you guys.

I've asked my Ops head to look into this. Claims from Allianz is usually straight forward and https://claims.speedhome.com has all the information needed to claim.

You will hear from them on Thurs (tmr Selangor holiday, so sorry!)

.

This post has been edited by steason: Apr 4 2024, 01:20 AM

Good to hear from you ,

1. Please check with Afiqah as to why she did not mention the CLAIMS website shared above from the get-go, when I first started with my claims inquiries? First inquiry email sent one (1) month ago (12 November 2019). You can go through our email history to verify this: Instead of sharing me important claims-process information, she asked me to "send her pictures of the property and damages"; she wrote lengthy emails that missed a lot of key points stated on the website, including the lack of form claims submission.

So, here we are starting from zero in the process? What about the 10-pages long PDF file that we sent her?

2. So the handyman can be anyone in the trade? I have used a number of handymen for the house but I am not sure of their business/professional registration statuses. Based on what you said, I should be able to get my handymen to go through the damages and write their assessments as is? Do we need signed copy of statements, name, and business registration of any sorts to be submitted along?

3. The insurance policy was for 12-months, but the tenancy lasted for only 6-months. I am not sure what is the implication for this, but the earlier miscommunication really irked me when we found out that Afiqah missed out important detail and steps, such as the "handyman requirement". She dropped that onto us four (4) days until the 14-days limit. How was I going to get all those things in order in four (4) days?

And she signed out of her email with the galls of telling me that I only have fourteen (14) days from the end of the tenancy to get my documents in order, while at the same time she:

a. had never bothered to point me to the right CLAIMS link as you did in your reply above
b. dropped critical information regarding the claims ONLY AFTER I have completed all that she has requested of me in her earlier emails



4. She has emailed me today and said that the fourteen (14) days would start from today. That is a plus.

5. Part of the appeal of using your service is the insurance package for situations that we have faced with our tenants. But when the handler is not doing a good job about it, it gives us anxiety, which defeats the purpose of getting insurances - to have a peace of mind.

Trust me, we are not feeling peaceful with the way she handled my inquiries and processing as a whole.

I'll have steason to reach out to you privately and get it sorted out.

Currently having a lot of issues with the claims process. It has been 28 days since the tenant left on the 30th November. As it is now there is a good chance that our damage claims would not be paid out by Allianz as mentioned by the adjuster today; and this is quite depressing due to the lack of proper support from SpeedRent/Home despite the promises made of a no-deposit-required rental backed by a "peace of mind" insurance. The PIC, AFIQAH was also part of the problem - she was hard to get by, prone to miscommunication, slow with her replies and work in general, and all-around did not give any air of competency.

What is the point of using this service, if they are not going to back you up when you need them the most?

1. Tenant left 30th November, and I am still in the process of making the claims till this day, the 28th December

2. On 9th December, sent in all the documents as required by the PIC, AFIQAH as per our communication days prior

Notice the highlighted item in the picture below, this will become important


3. A few days after that she claimed that it wasn't complete. It was her fault as she never mentioned any requirements for the technicians to confirm the damages in her prior communications. After raising my protest, she admitted fault and allowed another two-weeks for me to file in all claims

4. Additional documents were sent on the 18th December; on the same day the PIC (no undersigned, despite using a non-personal email, we will assume that this person was AFIQAH) confirmed the receipt

Additional documents sent


Receipt confirmed


5. 23rd December, Afiqah was late with her replies and used a rather unprofessional excuse about an emergency leave. First of all, the customers should not be bothered with office dynamics. As the company representative, you should not use that as an excuse for any delayed work. And if there really was an emergency, and she knew that she was already behind schedule, she should have requested help from her colleagues or team leader to at least go through the documents to make sure they are in good order so the case can proceed

Surprisingly, in the email she claimed that the documents were not in good order. She claimed that I have not submitted the pricing list


Only to backtrack 5-minutes later, without admitting fault, and agreed that all documents are in fact, in order


6. Worst of all, despite all the damages that we had incurred on renting the unit, despite the documents provided as required by SpeedRent/Home's, despite the assurances that the insurance policy would be good enough to replace deposit-taking, we are still in a limbo, with high probability of non-payout by Allianz as mentioned by the Century adjuster

The results will be out in two-weeks. I am posting this as a early-warning to would-be landlords, that you may just be better off taking the 2.5 months' deposit. We are being given the runaround by SpeedRent/Home and we are still not being made good, and not anytime soon. That would be 1.5 months since the tenant have left. This whole experience is giving us a bad taste in our mouth.

This post has been edited by wild_card_my: Dec 29 2019, 12:23 AM

UPDATE: After all the work done as per instructed by Speedrent/home, we are still required to furnish more documents

A little summary of going through the claiming process so far:

1. We have sent everything Speedrent/home requested (photos, quotations, descriptions, etc.) two weeks ago (check the timestamps in the emails above)
2. It turns out that our initial claims were incomplete, no less due to the miscommunications (wrong info) and slow-down (difficult to get a hold of the exec, and she was slow in her replies and work in general) incidents occurred
3. An adjuster came to our property and took photos of the house and household goods a few days ago
4. Today the adjuster is asking for more documents, most of which were already sent to Speedrent/Home two weeks ago (additional documents required: photos of the property before tenancy)

I feel like Speedrent/home have misrepresented the idea of the insurance. They made it sound as if it would be distinctly easy to claim the damages, in that the landlords are better off buying the insurance instead of taking the deposit; they keep on quoting "two-weeks" as the time needed for the insurance payout upon initial claims. Based on our current experience however, which has been thirty-one days since the tenant has left, and more than two weeks since the initial claim was made, that figure is not accurate - we are still out of thousands of ringgit

We will cooperate and send them the new documents that they need, but let it be known that the claims process and getting paid out is not as easy as Speedrent/home claimed. The whole process is very anxiety-driven as we were told by the adjuster that they won't approve the claims. We were speechless as they said they were covered by the terms and conditions of the insurance contract. The same insurance contract that Speedrent/Home sold us, the same ones they vouched as if it was just as good, if not better than taking the deposit

The claim-process is still ongoing and the results are still pending - which means it is delayed compared to the timeline that Speedrent/Home promised. Landlords should consider simply going through the conventional route by taking the deposit. Real estate agencies can run credit checking on the potential tenants all the same, and money in your hand (deposit) is more valuable than money in the insurance company's hands, where they get to decide (as we assigned that power to them when we signed up for the policy sold by Speedrent/Home) on the payout amount (if they actually do pay out)

If the claims go south, another option would be for me to approach the Ombudsman (or its equivalent); but that would make me look very stupid - extra work and anxiety just to fight the insurance company. I wouldn't be typing and complaining this had I just taken the conventional route and took the deposits instead of buying the insurance

This post has been edited by wild_card_my: Dec 31 2019, 10:05 PM

I've spoke to my team, and they said a lot of them look wear and tear.

Wear and tear is not claimable as like car maintenance.

mind to specific what are those items like wear n tear?

See..this is the issue...wear and tear could be very subjective ..

Were there no photos taken at the start of the tenancy?

My 2 sen about insurance claims - yes, it always sound good on paper but when it comes to submitting
a claim, then one can experience the hassle one has to go through ...especially when you dont have reliable support..

So at the end of the day, i rather hold on to the 2.5 month deposit ..personal choice of course.

Do you claim insurance when your car has got minor scratches?
Do you claim insurance when a/c is not cold?

You pay from your pocket (and this is wear and tear)

But if someone threw a gigantic rock on your car, it suffers major scratches and also damaged the A/C - then you probably don't want to pay yourself, and that's where insurance excels. Or if tenant stole your A/C, TV, Sofa - that itself deposit is insufficiently covering you, and that's where insurance excels.

Insurance is not about 100% risk-free. If it is risk-free - even tiny weeny issues also cover, then premium charged would be significantly higher due to the expectation of it. Insurance is there to ensure that mid-major incident is properly covered. Would you want to pay extra 3-4x of car insurance if even tiny scratches is covered by insurance?

Often, people are always comparing deposit vs insurance. Nothing is perfect, we have quite many cases suffered large damage that is in excess of RM8k, would your deposit cover that? Do take note that the rental loss is up to 2 months, which is equivalent to the 2 months security deposit. So the rest of it, which insurance portion is RM15k.

Property rental is a 'passive income' and it's also a business. Anything that you do involves risk (driving a car for that matter), and when you magnify on some cons without taking the pros it gives you - it's not doing proper risk analysis on what's acceptable losses and what's not.

So yes, deposit - you can deduct all the small small expenses. But when it comes to mid-major issue, it will burn a hole in your pocket. So do not compare deposit vs insurance. Compare whether you can tolerate small or big risk better.

I'm pretty sure everyone wants risk-free, so again - 3-4x more expensive insurance - worth it?

the landlord shall probably up rental rate by another 20% since no deposit down.

Wow! Love how you answered.

Simply put it, you seems to say, in your so many words, that cheapo paying low premium shouldn’t complain too much 🤣

well say boss.....
if my unit is ready to rent out (rooms) , can i still look for speed rent the insurance scheme? I think i have asked before but to double confirm.
so can i meet your officer on how I would like my rental like?

Lolz..... It depends..

end of the day, insurance company is biggest winner

Well, I did not say that and certainly no way implying that. I was saying that we all are looking out for what's the best value vs cost.

Everyone wants the best, and we are only willing to pay for what we can afford vs the risk that we can tolerate. We are the victim of our expectation and there is nothing wrong about this.

Umobile has unlimited data, while I can't say that they are fantastic, they ain't bad. Maxis is the most expensive, and while I can't say that they are fantastic, they are better.

All it comes down to, our own expectation vs reality is very different, and we just need to acknowledge that.

This post has been edited by wheimeng: Jan 5 2020, 06:23 PM

While we don't actively sell it anymore, we can sell it if needed. Many people not willingly to pay for the insurance because they can tolerate the risk. Again, even room insurance is cheaper, yet people don't want to pay simply because they can tolerate the risk.

The higher the risk, the more likelihood a person would buy insurance.

Early days when we partner with Allianz, they incurred a lot of losses - so they aren't the biggest winner. Of course, we have managed to significantly reduce default because we have data to predict and eliminate bad tenant as much as possible based on past data. Now they are OK profitable.

I would say the biggest winner is the market - the landlord gets protection and a lot faster tenant because of no deposit. Tenant doesn't need to pay deposit, reduces the barrier of entry to rent. It's a win for the market.

I always like to say, don't always assume people who couldn't pay deposit is a bad tenant because many property owners got rich through the old DIBS and no downpayment scheme. We certainly don't think property owners were poor people but paying a downpayment for the property is hefty for the middle/middle upper class. Bear in mind we as property owner is relatively better off, but on buying property - we are stuck too.

People who just graduated, a family just celebrating their newborn - a lot of cash would have spent or insufficient saving and couldn't afford to pay the deposit. The rental market which requires deposit is akin to buying house with downpayment. Just different segment of market, facing the same problem. So I certainly won't discriminate if people can't pay the rental deposit and over generalize them being bad tenant because IF that logic applies to property owners, it would mean those who couldn't pay downpayment is bad loadmaster.

p/s: motor insurance is not super profitable for the insurance companies just in case you think that they make loads from motor insurance. Fire insurance is very profitable, travel is very profitable.

This post has been edited by wheimeng: Jan 5 2020, 06:20 PM