3 months and still no Geyser replaced

Our geyser started leaking last December, phoned Bettersure to ask for someone to come out and see if we can claim. Someone was there within a day, geyser already on the back of the truck to replace the entire geyser regardless if it was just a small fault that could be fixed. But I must applaud them for their preparedness. I pointed out that I wanted to replace the old geyser with a solar geyser, as in our current times its more cost effective and a good fallback in case we get loadshedding again. The contractor that had come out said they did not do solar installations so they would submit a report and left.

In Jan it was us calling Bettersure the whole time to find out if we could actually do the solar geyser, we ended up agreeing that they would pay us out and we would then fix the damage to a cupboard, wood flooring and replace the geyser with a solar one ourselves.

In Feb, after not hearing anything from them for weeks, we phoned back and were told that they have already paid a contractor and the job has been marked as completed... We did not pay any excess, our geyser is still leaking, nothing has been done... Everytime we phone them now they say they will escalate it and will get back to us but to date not a single person has phoned us.

Another month has passed and still nobody ever phones us, nobody can answer our questions when we phone them and all we get is it will be escalated... Absolutely shocking customer service!!!

So if you do sign up with them and your geyser bursts and you want to replace it with solar... just be warned it might take 3 months and you will still not have a geyser or feedback from them.