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

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.

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

Update: It has been 54 days since the tenant has left, and wheimeng's company have yet to solve the issue. The case has been with the insurance company for more than two weeks, the adjuster came to do a site visit more then two-weeks ago, and I suspect that I wont be reimbursed for the damages anyway

At this point I am quite disappointed with their services. They are no different than insurance agents (they are insurance agency right?) that promises the moon and the stars yet when we need them the most, they are of not much help. CNY is coming up too, so we would have to wait longer, if there would be any payouts. We have done everything they asked, including the documents, photos, and police report; yet nothing.

54-days on-going wait vs 14-days of assurances of reimbursement. That is quite a difference. I hope everyone knows what they are getting into; you might as well just skip SpeedRent and just take the deposit. Everyone, be warned.

I have lost two-months of rental income with possible a 3rd month due to the time taken to fully refurbish the units. Please skip SpeedRent if you have to

This post has been edited by wild_card_my: Jan 23 2020, 01:15 PM

Nope as per my email, I said I do not much care anymore about how the turnout will be. I am just trying to shed light of how the situation is different for me between SpeedRent's assurances vs what I am facing. I want to warn others of the situation that they may find themselves in. Your company have asked for so many things from us, including having us arrange time for the adjuster to visit, yet, 56 days since the time the tenant has left and we are still in the red.

The realities are, people should know that by using SpeedRent, you effectively give your power away from the homeowner to the adjuster. The peace-of-mind that the clients were promised were not granted at all. We are now 56 days since the tenants left and we have yet to be reimbursed for the damages. We are now at the mercy of the insurance adjuster. If I had taken the deposit in the first place we would now have recouped our losses and proceeded with finding a new tenant. But as it is, we are still waiting.

Imagine this, the process of claims require:

1. our documentation and write up which would take a long time from our end (description of the damages, condition, repairability, etc.)
2. Speedrent team to do their work on their end which is a few more days
3. Speedrent team will ask for further documents, which may involve filing a police report, which will further take more of your time
4. Adjusters to drop by which you need to arrange a time with, perhaps a weekend (like us) which will further extend the time of the claims process. The adjuster dropped by on 28th December. That is 26 days away from today
5. Speedrent to inform me about the adjuster finishing their report, the 14-days starts here, which SpeedRent boss claimed to be 16th January So not only I have to wait 14-days from the decision, I would also need to wait them to finish their reports!
6. Today the adjusters are further asking for documents which we have either given.

The 14-days thing is nonsense. It is used by the SpeedRent boss to make me look silly. The whole process can be up to two-months as per what I have experienced. Do you want to live through this nightmare as a homeowner?

The short claim period sold to us sounded too good to be true, they were unrealistic. We are 56 days away since the tenant left, and 26 days since adjusters came, and we still haven't been reimbursed.

We are expected to do our own work and all those things will take a reasonable amount of our own time as we are busy as it is. When your house is damaged to the level ours have had, the amount of paper work that we had to do just to make the claim was insurmountable, and the return (results of the claims)? Still pending almost two months into it. The problem is that SpeedRent makes it sound as it was so simple.

I do not care so much about the outcome, because in the event of lower than realistic claims, you can wash your hands by claiming that the decisions was up to the adjusters. I just want to shed light to how badly your services are run from my perspective as your customer, and that users should expect that in some cases it would be much better to take control of the situation by simply taking the usual 2.5 months deposit.

Don't be like me, where 56 days into the process, and Speedrent is still asking for more documents. If I had taken the deposits, I could already have forfeited them due to the damages done and start finding new tenants immediately.

I hope you do not strong arm your way into the discussion and to get off that high horse you are on. While this customer of yours is airing his gripe, your telling him that you "would not bow to pressure" is just trying to be defensive - you are trying to victim blame, as if I was unreasonable for asking a compensation in due time, a feature that is in your forefront of your marketing - renting out our place with a peace of mind! I do not care much now of what the results are, it is beyond you anyway since it is up to the adjuster. But your company and the staff leaves a lot to be desired.

And I, as someone who have experienced your company's below par levels of services is sharing it out in the open for the benefit of homeowners alike

Here's proof that we do not care anymore. We are so tired of the your inefficiencies, incompetence, and the CEO who acts passive-aggressively at their aggrieved customers as we are made to wait longer than reasonable time period for our claims, despite all your promises. You company have wasted so much of our time after demanding documents upon documents. I do not care anymore about the claims, all I want is for people to know about your company's ethics and levels of service: which is below par - and that is coming from your very own customer.


If you are on my end of the stick, you would not think that their approaches are professional at all. Can you imagine that SpeedRent staff actually said "Sorry for the delays in returning your email, I had an emergency leave"

That's your problem, you didn't even need to mention it to me

This post has been edited by wild_card_my: Jan 24 2020, 12:40 AM

I have all the before and after photos, as per their requests in their many rounds of request for documents - it was never so simple to make the claim. I will only post one set of pictures, which depict damages to my leather three-seater recliner sofa before-and-after pictures; after looking at these photos, can you imagine why I am a little pissed off with:

a. Allianz for their relentless delays in approving the claims
b. SpeedRent CEO for personally blaming me, the victim and the aggrieved party for voicing out my dissatisfaction after 56 days of on-going wait for my claims

Before the unit was rented out to the tenant that was sourced and filtered by SpeedRent


After


The CEO is claiming that I am pressuring him so he would bow to my wishes - that is a false accusation - as if the compensation amount was up to him. As far as I was led to understand, the issue is now up to Allianz and not him. Whatever it is, I have given up with this company, their promises and their claims process - Allianz can compensate me however they want.

Weirdly though, after 56-days since the tenant have moved out, after posting a few updates of my experiences through the process, today they finally (not sure if it was coincidental) messaged me that it was at its final stages. But I have two issues with their communication:

1. The email sent from SpeedRent was timestamped at 3:55PM, while my post that drew the attention of the CEO was posted at 1:10PM. So did SpeedRent only start pushing my case forward after I made a public complaint? The same person from SpeedRent have been messaging me over and over again over the course of these few weeks, informing that they are "working on it", while asking me to wait while showing ZERO progress. Only after today, just 3 hours after my post above were progresses made? I can only speculate, but I have proof of the email of our exchanges

2. Uncertainty of the claims. Allianz is now asking for purchase receipts/invoice of the damaged items. First of all, how many of you guys keep the receipt of your purchases of the items in your properties? Some of you perhaps do, kudos to you, but we have not. But my qualm was on why didn't SpeedRent highlight this upfront? That "In the event of damages to your properties, Allianz may calculate the valuation of your damages on their own terms if you are unable to provide proof of purchase". If SpeedRent had mentioned this earlier, if they were upfront and transparent about it, we would be hesitant to use SpeedRent, and would simply take the deposits.

Remember, when you use SpeedRent, you are giving away your power to keep the deposit for the damages to the insurance company, Allianz. They decide the damages that you have incurred. Now that I am facing this issue, I would like you guys to be aware of this practice by SpeedRent too - they seemed to promise the moon and the stars, but when it comes to complaints, the CEO started to sound aggressive, proudly claiming that he will not "bow down to your pressure".

I am not pressuring you mate, I am simply tired of this, of the process, of the company and the insurance company. You have played your cards, and now I will play mine. I am not asking for compensation of any kind, I just want to shed the light in how unprofessional your company can be when we need you the most - when we are making the claims, something you proudly market as a means to a "peace of mind" rental process/practice. I am telling you now, there is nothing peaceful about your company and yourself - in fact I am feeling a little threatened with your last post. Keep in mind that I am not trying to defame you nor can this be proven as one as I am not lying and all of these can be proven. All email exchanges show that the company have a lot to be desired.

I made a public complain at 1:10PM; suddenly after weeks of waiting, they magically managed to get my claim process progress a little by 4PM. Were they even working on it in the past few weeks?


SpeedRent: thank you for waiting! Thank you for waiting! Thank you for waiting!


This post has been edited by wild_card_my: Jan 23 2020, 11:31 PM

If you have been following my posts, you would agree that the timeline is ridiculous

1. 28th December the adjuster came
2. 16th January was the date I was "explained to" about the adjuster situation. Please wait 14-days from this point? What have the adjusters been doing in the past 19 days?
3. 23rd January and I got scolded by the CEO for airing my grievances

After I get my repair bills, i would still need about a month to fix the place, then another month for viewing, i am looking at about 4 months worth of no rental income. Might as well be sure fire about the deposits and forfeit them.

At this point, you do not even know if Allianz is going to give me a payout.

Funny that you had to say this. As it is now, Allianz and SpeedRent are the ones that are giving me the runaround.

So you would label their delays as "red tapes" when these two companies are making my life difficult, but in turn describe it as "run around" if they were bad tenants? If I was a betting man, I would put my money on that you are related to either of these companies. If you are, please disclose your relationship to either parties before commenting any further.

This post has been edited by wild_card_my: Jan 23 2020, 11:00 PM

Which is beyond my control. The tenants know that they are not supposed to rear pets in the unit; and keep in mind that the tenants were referred to and filtered by SpeedRent themselves. Yet instead of helping me I get accused of pressuring the company by the CEO.

It has been 2 months, claims are unlikely to be processed in the next few days due to the holiday season. I have given up. I just want people to know the truth about using SpeedRent. They make it sound as if claims were easy, but it turns out to be very difficult, the company is less than accommodating, and I am not feeling the "peace of mind" at all.

You all should know this, it could happen to you. I am not defaming anyone, because this is happening to me, and I'd hate it if I do not warn others about it.

This post has been edited by wild_card_my: Jan 23 2020, 11:09 PM

Which is really my intention. To shed light to the whole situation and for the public to be aware of what you are getting into. Below is the proof that we do not care anymore about the results of the claims. We are so tired of SpeedRent's inefficiencies, incompetence, and the CEO who acts passive-aggressively at their aggrieved customers that are made to wait longer than reasonable time period for our claims, despite all their promises. SpeedRent and/or Allianz have wasted so much of our time, demanding documents upon documents, demanding so much of our time and energy for the claims process, of which we would have been done with the deposit forfeiture had we taken the conventional deposit-taking route instead. I do not care anymore about the claim results anymore, all I want is for people to know about SpeedRent's ethics and levels of services: which is below par - and that is coming from their very own customer.



If you listen to the company sell themselves, you will hear positive-only comments and self-compliments; such as the RM800,000 paid out sum assured; which isn't that much pun, my BMW 3 series is RM240k, if you crash and total four of them the total claims from the insurance company would already be RM1,000,000

btw what is "exhorbited" (exhibited?) claims? I may be a little behind with my glossaries

This post has been edited by wild_card_my: Jan 24 2020, 12:49 AM

The claims were made totally according to the instructions by SpeedRent, including all the paperwork, photos, and police report. For example SpeedRent asked us to provide online photos and snapshot of the item in the online marketplace which we did, of the same-description item (for example, a 32" tv) including the price of the item. All these items we found online are of current prices as SpeedRent claims that they can substitute the historical invoices which not every one keeps.

SpeedRent was NEVER clear from the get-go about the documents required for the claims to be made. In their marketing they kept talking about the "peace of mind" as if the claims process were going to be super easy. The realities are not, you would need do so many things including providing documents that you may or may not have at the point of the claims. Why didn't SpeedRent mention this when they were courting for our business? Why didn't they mention the process and difficulty of the claims from inception? That would have been useful for us when deciding between using the conventional route(deposit taking) vs using SpeedRent.

We did exactly as instructed by SpeedRent, and they even sent the adjuster to take the photos and write a report about the damages.

And 57 days now and they are still dragging their feet, even their CEO is engaging their own customers passive-agressively suggesting that their customers are taking advantage of the insurance. What do you mean take advantage btw? The insurance was bought through your agency, and now we are trying to make a claim as per your instructions and we are labelled as the bad guy by the CEO?

Ok. Be careful guys, just lie still, don't fight for your rights as a SpeedRent customer and let him do whatever to you unless you want to be chided by the CEO

Happy holidays you all

This post has been edited by wild_card_my: Jan 24 2020, 01:51 PM

I am tired of SpeedRent. Now that CEO was being passive-aggressive towards me, I just want the whole thing to be over

Got another email from SpeedRent apologizing for the delays from the insurance company.

I followed most of their guidance and instructions and i am 2 months from the day the tenants have left, and I have yet to be reimbursed

You all are better off just collecting the deposits, unless you enjoy having the CEO expose a bit of your case file out in the open (the RM30k claims that he mentioned above) and fighting against the insurance company

If I am not mistaken SpeedRent is just an insurance agency. Now that I need them the most, instead of helping me they chide me for "making the claims"

All I have to say is: be careful, if possible don't surrender your landlord-powers to SpeedRent CEO and Allianz. Just collect your deposit instead

I am so tired of the whole process. 2 months and 4 days since tenant left and I am still being chided by the CEO of SpeedRent when I aired my dissatisfaction of his company's services

So let compare lah, this so-called "like religion"

1. Religion A: I would have just burned the tenant's deposit, would be able to rent out the property by December

2. Religion B: compile documents, submit, compile pictures, write up, wait, welcome the adjuster, wait, get in a spat with CEO of SpeedRent

You all be smart and save headaches la, even 2.5 months is better than this waiting game. I just want people to manage their expectations. You guys willing to be chided by the CEO or not?

Just take the deposit lah. I have first hand experience

Thank you. My wife has prepared the required (final?) paperwork and sent it in yesterday.