BAD BAD BAD BAD BAD BAD!!!!!!!!!

I wish there was an option to give 0 stars. I can't even begin to explain the the issues with Bettersure. I logged a claim in the 4th of October for a leak in my pool and the pump that is giving problems. They sent out a Service Provider, who came and replaced the pump, but never fixed the leak. After 2 weeks of calling them (PLEASE NOTE THAT UP UNTIL TODAY, I HAVE NOT RECEIVED 1 MAIL OR SMS OR CALL, I HAVE TO FOLLOW UP WITH THEM EVERY WEEK) I found out that they thought the claim was completed, so I explained that even though the pump was replaced, I can't put it on because I have a leak and the water is underneath my weir.

They then sent out (for the 3rd time) another Service Provider (THIS WAS 6 weeks after the initial claim was logged, so obviously my pool was in a terrible condition), this service provider claimed that 2 of my jets are leaking. After having to follow up again, I found out that the claim was declined because the service provider claimed that the leak was because of bad maintenance. I asked them to please ask the 1st Service Provider in what good condition my pool was when they first came out.

I told them, this probably happened with the massive earthquake we had, as our house also had a lot of damage which they had to assist with. They said they will send out an evaluator to come and evaluate if it could have been the earthquake. I followed up again! Now they say that the evaluator remembers the house and said there was nothing wrong with the pool when he was at our premises, but it was in winter and our pool had a cover over, so there is no way us or the evaluator could see there was something wrong with the pool, we only noticed this when we took the cover off in the summer.

I have spent hours on the call Centre, they always say they will ask my Claims Handler to call me (Silvia), who I have only spoken to yesterday for the first time, and this was because I spoke to the Team Lead Debbie again.

Today I got another company out to have a look at what might cause the leak. They also said (same as the first service provider), that the leak is on a pipe underneath the ground and there is no leak in the pool itself. It seems like they are trying to make excuses, not to pay. If I am in the wrong, fair enough, but blatantly not doing any effort to at least come out and find out what the issue is.