A Home Insurance Claim Turned Into a Months-Long Fight

The Night the Roof Caved In
It started with a storm that felt like the sky was angry.
On the night of September 18, 2025, Phnom Penh was hit by one of the heaviest monsoon rains in years. Wind gusts reached 80 km/h, water flooded streets, and lightning cracked so close I could smell the ozone.
Around 2:17 a.m., I heard a loud, sickening crunch from above.

Part of the roof over my bedroom collapsed.
Tiles shattered, wooden beams cracked, and rainwater poured in like a broken dam.
I jumped out of bed, grabbed my phone, and ran to the living room with my two kids (ages 8 and 5).
We spent the rest of the night on the couch under blankets, listening to water drip and thunder roll.
The next morning, the damage was clear:

Half the bedroom ceiling gone
Water-soaked mattress, wardrobe, and floorboards
Mold already starting to bloom on the walls
Estimated repair cost: $4,800–$6,200 (new roof section, ceiling, paint, replacement furniture)

I had home insurance.
A mid-tier policy from a well-known Cambodian insurer I’d been paying for four years.
Annual premium: 1,200,000 KHR (~$300).
Coverage included “storm damage, structural repairs, and contents up to $10,000.”
I thought I was protected.
I was wrong.
Filing the Claim — The First Signs of Trouble
September 19, 2025 — I called the insurance hotline at 8:00 a.m.
Agent: “We’re very sorry to hear about the damage. Please submit photos, police report, and repair estimates.”
I did everything within 48 hours:.

60+ photos (before/after, close-ups, water damage)
Police report (storm damage, no criminal act)
Three repair quotes from licensed contractors ($4,800, $5,200, $6,100)

Submitted via app and email.
Response (3 days later):
“Claim received. Under review. Please be patient.”
Week 2:
“Additional documents required: proof of ownership, original policy schedule, recent building permit.”
I sent everything again.
Week 3:
“Site inspection scheduled for October 10.”
The inspector came.
Took photos, measured the damaged area, nodded a lot.
Said: “Looks straightforward. Should be approved soon.”
Week 4:
“Claim approved for structural repairs. Contents coverage denied due to lack of ‘sudden and accidental’ clause application.”
I read the denial letter three times.
Contents (mattress, wardrobe, clothes, kids’ toys): $1,800.
Denied because “water damage from storm is considered gradual unless proven sudden.”
The roof collapsed in minutes.
But to them, water seepage was “gradual.”
I appealed.
Week 6:
Appeal denied.
Reason: “Policy wording is clear. Water damage from natural perils is excluded unless accompanied by visible structural failure at the point of entry.”
The roof failure was visible.
But they argued the water entered “gradually through multiple points.”
I hired a lawyer—$800 upfront.
The Months-Long Fight — When “Covered” Means Almost Nothing
The lawyer was blunt:
“Your policy has many exclusions. Storm damage is covered only if it’s ‘sudden and violent.’ The insurer is arguing the collapse was ‘progressive weakening’ over time due to poor maintenance.”
I had maintained the roof—replaced tiles twice in 10 years.
But no receipts.
Insurer used that against me.
Meanwhile, the house was unlivable.
We moved to a rented apartment ($450/month—more than double our previous mortgage payment).
Kids missed school for two weeks.
I worked from coffee shops because the apartment had no reliable internet.
By December 2025:
Lawyer negotiated settlement.
Insurer agreed to pay 60% of structural damage: $2,880.
Contents: nothing.
Total received: $2,880 after lawyer fees.
Repairs cost $5,600.
Out of pocket: $2,720.
New roof still leaks a little—cheap contractor.
Credit score dropped 120 points (late rent payments during transition).
Collections started on unpaid utility bills from the old house.
Family tension:
Husband: “Why didn’t you read the policy more carefully?”
Mom: “Insurance companies always find a way out.”
In-laws: “You should have fought harder.”
I felt blamed.
The worst part: the policy renewal notice arrived in January 2026.
New premium: 2,800,000 KHR (~$700)
Reason: “Recent claim history. Risk profile updated.”
My premium more than doubled.
Because I filed a legitimate claim.
The Lesson That Still Hurts
I’ve learned the hard way that “comprehensive coverage” in Cambodia often means:

12-month waiting period for many perils
Strict definitions of “sudden and accidental”
Requirement for receipts and proof of maintenance
Right of insurer to deny if they claim “pre-existing wear and tear”
Massive premium hikes after any claim—even approved ones

I now pay more than double for less coverage.
I read every word of the new policy—twice.
I keep receipts for every repair.
I photograph the roof every monsoon.
And I no longer trust the word “covered” on a brochure.
A home insurance claim turned into a months-long fight.
It didn’t just cost me money.
It cost me sleep, trust, and the feeling of safety in my own home.
If you have home insurance—read the exclusions.
Photograph your property.
Keep records.
Because when disaster hits, “covered” can mean almost nothing.
I learned that the hard way.
And I’m still paying for it.