The pinnacle of poor response

I logged a claim with Aon yesterday 24 June at around 07:20 in the morning with a lady for some kind of a water leak onto my ceiling which seems to be a result of the recent geyser replacement (which had to be fixed on warranty). Since logging the call I received no call, no message, no e-mail or any other feedback whatsoever regarding the claim.

I called a second time yesterday afternoon 24 June at around 12:10 and I was promised to receive feedback or progress. It is now a day later 25 June and still no feedback on what to expect and when my issue will be looked at.

This morning 25 June I called the Aon office again and a gentleman picked up and he asked me to explain exactly what the issue is. Now I don't know about you but if I have to explain the same thing for a third time without getting any response on action taken it becomes extremely frustrating. I am not happy with the level of service I am receiving. He mentioned that he can't do anything about my problem but sending an email and waiting for a response whenever the relevant people are in the office. I assume that he referred to Santam. I also mentioned to him that I understand how the whole system works with emergency claims through Europe Assist but he continued to explain. I mentioned to him again that I understand but he wanted to continue to explain. I told him that he undermines my intelligence and he got a bit abrasive. Maybe he should listen when a customer says he understands how everything works. My request was simple..... I need feedback. If I can only be assisted a week down the line I know what to expect but to deal with no response is something that gets me frustrated.

I understand delays in this industry but it is not the first time that I have a problem with the service level from Aon and Santam, its a pity because I hold them in high regard but recent events had proven that I might have a wrong impression of these two companies.

I'm stating clearly, I I only received some sort of replay saying that we can assist today, tomorrow, next week or next year, I would have known what to expect. It is clear that there is a lack of understanding what is meant by good customer service here.