BetaSure: Do not use this company.

To those looking to get home insurance. I feel it is my responsibility to share my experience with BetaSure and to warn you against using this company. We have been with BetaSure for just under two years. One month into moving into our home, we had a burst geyser. BetaSure paid for the replacement geyser and we paid excess. Very happy with how they dealt with the situation and happy to pay the excess. Fast forward to now: We are selling our home and found out the geyser was not installed according to Compliance Regulations. Therefore, we contacted BetaSure and essentially said they need to send a plumber to adjust it so it is Compliant. And so it begins: My husband communicated back and forth between BetaSure to get a plumber here and check out the geyser. The plumber agreed that adjustments needed to be made and said he would inform BetaSure of his findings and have them contact us. Fast forward a few days, haven't heard anything from BetaSure. My husband contacts them and, to make a long story short, they try the following ways to get out of their duties: - First, they send an email to my husband saying we are not customers of theirs and we did not claim from them to have the Geyser put in originally. They state they have no record of us being customers. My husband sends proof of the fact that they did indeed put in the geyser, and we think surely all will be well now. - Then, they email my husband to say that they found us on their records, but the geyser must have been installed by another company because it was installed in 2019 and we joined in 2020. This is incorrect, and my husband provides proof once again. They did install the geyser and it was in 2020. - Then, you would think this is the last hurdle. Nope... Keep in mind that my husband and I have been on the phone back and forth with BetaSure this entire time. They apologised profusely for the inconvenience and said it would all be resolved soon. But then my husband received an email saying that when the geyser was installed, he signed papers stating that he was aware the geyser was not compliant and that he did not mind. Fast forward, my husband asks to see these 'so-called' papers and nowhere on the paperwork has my husband signed. They then proceed to send my husband a 'Compliance certificate' for the geyser, stating that this compliance certificate was given to us when the geyser was installed. It was not, and the so-called compliance certificate was an electronic copy, including electronic signatures and dates, and therefore could have simply been typed out today to cover themselves. While I would like to say this should be the last time they try to dogde their dutires with falsehoods, I am not so sure... Let's see what happens next. Nonetheless, I am disgusted at the pure '*****edness' of this company. What they are trying to do is ******* and shocking! Please share this post far and wide, to warn everyone else about this company. If my husband was not organised enough to keep records of our dealings with them, they would have gotten away with this.