Absa household Insurance complaint

We put in a claim for an underground leak last week Thursday (29 April 2021)and up until now I have been struggling to get this sorted, we receive an email to say that the claim is assigned to someone but you can never reach the person. We were then only told on Tuesday we can use a private plumber after I told the agents that the LeakFind company wants to break open our floor and tiles, remove the built in oven and cupboards and then send a report to Absa when the damage has already been done and we have to wait for other workers to come close up a hole in our kitchen, a tiler, carpenter for the built in cupboards and an electrician to connect the oven to the electricity DB board again. Below is an email I sent them yesterday after holding for more than 15mins for a manager to take my call and still no response from them: Good day

I am really disappointed in the level of service I received from ABSA insurance.

Leakfind was sent out for an underground leak at our premises, they were here last week Friday and told us they will submit a report but then called us again on Monday to advise that they need to come out again to do more testing which was advised by ABSA but Absa says they never received anything from LeakFind. They then found that the leak is spreading and marked off a section of our kitchen.

The first guys that came out advised that a re-route of the water will be the easiest option and this was advised by a plumber as well due to the underground pipe being old, it could leak on another spot soon. I tried calling your insurance line trying to explain that LeakFind wants to now break open our floor and tiles, remove kitchen cupboards, our built in stove/oven, etc. whereas re-routing the water around the house will be much easier as only a section of the garage cement needs to be opened and the rest we left as sand in case the water needs to be re-routed.

I tried getting in touch with Pumeza and the first lady that answered advised that she will email Pumeza all the info. I waited all day without any response, I tried calling again and asked the gentleman if he can transfer me to Pumeza, he transferred but her line was busy and the call ended. I called again and the lady that answered kept breaking my word and explained that she cannot agree or disagree as Leakfind has not submitted a report to you guys. So I explained to her that I am actually calling to try and save us inconvenience and also save your company from paying out additional money for construction workers that need to come close up the foundation again, a tiler, carpenter for our built in cupboards as well as an electrician who will have to come connect the oven to the DB board again.

We were then told yesterday that we can use our own private plumber if we wanted to, which I asked in the beginning but was told that you guys sent out people. I asked to speak to a manager yesterday as I kept getting different stories and the lady that answered the last call needs to be trained on how to speak with customers as she was getting more agitated with me trying to save you guys money, etc, I told her that I know it is not her paying it out but she also needs to think about the company spending unnecessary money.

I have attached the screenshots of the calls as you can see she left me hanging for over 10 mins waiting for a manager, so this is probably what they use to doing and waiting until the client ends the call or their airtime runs out. No call returned, sms or email.

I called Leakfind this morning to cancel the appointment and advised that I will call them back once I hear from you, I was told that they will submit a report to you guys after they open up our floor, etc. So that means that the damage was already done and we sit with our built in cupboards taken out, stove disconnected, etc. I asked who then closes up and puts everything in its place and was told that will be between us and our insurance.

So now my question is, if we were to use a private plumber like we were told we can do yesterday, I want to know what is the estimated payout you approve for a water reroute as I need to know if I am still going to need to fork out additional money from my side due to you only covering up until a certain payout for water reroutes?