Dysfunctional motor of a security gate

I write on behalf of mother (Mrs DM Morobi), who does not have means to use internet. <br> <br> She registered membership with the company on 01 December 2012 ( Policy no:***). She then submitted claim on the 20 June 2015 that the gate motor is not operational. An agent was sent to assess. Later my mother was then informed that the insurance will not cover the repairs as the fault was from the manufacturer. <br> <br> She then asked wanting to understand since the motor was installed prior to her registration with the insurance it has never been dysfunctional. It would very dishonest that post-3 years of registration that it could be manufacturer's fault. The company could not respond at all to provide report of the concern. <br> <br> My mother then contacted Ziyanda Njani at the Ombudsman [phone no: ***] (Reference no:M2365/15 GP). Ziyanda received the complaint by said due to their backlog he will not be able to get back to her soonest, she will just have to wait.<br> <br> I suppose this is not good service that one is religious with subscriptions as required that there can never be no service after having paid for 3 years, from both the company and Ombudsman.