Claim 2 weeks old without answers - Plumber claims water leak due to leaking roof or overflowing geyser on roof

Claim almost 3 weeks old. No response from insurer. No calls from insurer. Will escalate to Ombudsman

A&G never contacted me on 28 June 2024. I sent the invoice and quote to replace the leaking pipe into the geyser (which is covered by the policy) on 24 June and 01 July 2024. The geyser burst in June 2021 and shortly after the geyser was replaced the same pipe leaked. The plumber never replaced the pipe and put 3 clamps on the pipe and I was told the pipe was replaced. Now A&G came back after ignoring me since 1 July 2024 on 3 July 2024 stating its NOT COVERED. The policy clearly state that the following is not covered - the bursting or overflowing of equipment or pipes (other than what is attached to the geyser or the geyser itself). The leaking pipe is attached directly to the geyser and yet A&G rejects the claim.

A&G is useless and will use any excuse not to pay. I pay between R960-R1900 per month for 4 properties and this is the service I get?! Be careful who you insure with. As per a recent article by Business Tech (https://businesstech.co.za/news/finance/779074/the-most-complained-about-insurers-in-south-africa-2/?utm_source=everlytic&utm_medium=newsletter&utm_campaign=businesstech) rather insure with companies that use the following underwriters as they had zero complaints - Lloyds’ Underwriters, Land Bank Insurance, Corporate Guarantee (SA), Aurora Insurance Company, Credit Guarantee Insurance, Escap SOC, NMS Insurance Services or Swiss Re Corporate Solutions Africa.

I will be escalating the matter to the CEO's office and then proceed to the Ombudsman and Ombuds Council if I am not satisfied with the Ombudsman response.

A&G wasting my time. They rejected a valid claim for a leaking pipe connected to the geyser (yes its stipulated in the policy that its covered) and now come up with an excuse that its "rusted". There is no such clause in the policy and they trying to save a buck.

Further to this, A&G is compliant in *****ulent activities whereby the same pipe was supposed to have been replaced in June 2021 when the geyser was replaced. This was never done and the steel pipe is still inside the roof and the plumber only attached 3 clamps on the leaking pipe. I have reported it to the A&G ***** line and will be seeking guidance from the Hawks on the *****ulent side of the case. I will also be escalating it to the Short Term Insurance Ombudsman and will be seeking compensation for pain and suffering.