Bettersure policy a dud

I write this out of frustration and huge disappointment in Bettersure regarding the handling of my claim. Below a short breakdown of incidents:

I opened a claim in August as my swimming pool was leaking due to damage that was caused by the municipality when their contractors cleaned my property after one of their main water pipes burst and flooded my yard. The water broke down 16 meters of boundary wall, and huge amounts of earth was washed into my swimming pool. The wall was rebuilt by Municipality contractors and the pool was cleaned but due to ******** contractors the swimming pool was damaged because the contractors used shovels to sc**** the pool clean. The swimming pool was also left empty for an extended period of time whilst they were busy with building the wall and rebuilding other damaged structures in our neighbor's yard. This caused the marbelite to basically pop off from being very brittle. The Municipality closed the claim and informed me that I needed to claim through my insurance. After opening the claim with Bettersure, they informed me that they had no assessors in the area and requested that I get someone to assess the damage and give a quote. I did just that and was later informed by Bettersure that the person who did the assessment was not "helpful". I contacted him and he stated no person from any insurance contacted him. I then got a second company to do an assessment with a quote. After this I was informed that Bettersure would now be sending their own assessor. The first assessor that was arranged never pitched, the second assessor called me but never pitched as well. I was later told he doesn't specialize in swimming pools. A third assessor was sent and finally pitched up 2 weeks later. In between all of this I had to call BetterSure almost every second day because I struggled to get any information and I was constantly promised a call back but that rarely happened prompting me to call yet again. After about 2 months of this see saw mess I was Informed that management is evaluation it and no person could further give me any information

On 17 October 2021 the same Municipal pipe burst again causing even more destruction. My pool was filled with compost and huge amounts of soil, the swimming pool pump was submerged under water, water was seeping into the Wendy house, paving sinking around swimming pool, the pool walls extensive cracks even running to the boundary wall, the Creepy got damaged (basically pieces), weer was filled with soil, Boundary wall starting to lean as well and some panels started to concave. This is concerning as the other neighbor's property is 2 meters below mine. The burst water pipe was left to do damage for over 2 hours and the huge amount of water was so much that my wall drainage systems could not even come close to letting out the water creating a literal dam in my yard. the pipe mentioned is one of the main water pipes of the municipality.

I immediately contacted Bettersure on Monday to report the new incident. The Municipality Informed me that I needed to claim via My insurance from their insurance. I was later Informed that BetterSure rejected the claims as only natural disasters were covered. I am still waiting for the official letter regarding the rejection and it is taking a week now. I have since tried to claim directly from the municipal insurance and was met with hostility from step one. I am now waiting for their insurer to "ultimately decide whether the municipality is liable for any loss or not"

My complaints I have with Bettersure are as follow: Why did it take 2 months to even get to some point? Why is keeping a client informed such a difficult thing and a call back barely ever happens? The Policy schedule that was send to me states that I will be covered for sudden and unforeseen events and a yard being flooded seems to fit the bill I only received the policy schedule which is a 12 pager document (received it in 3 different occasions) and nowhere does it state that I am ONLY covered for natural disasters When the policy was sold to me by a super friendly "snake oil salesman" I was Informed that I will get emergency home assist and legal assist, legal assist non existent. I have a person that is now trying to assist with how to claim from the municipality but feedback is few and far between and it seems that she is struggling and I already got hold of the broker managing the claim on the municipality's behalf, his info available on request

I contacted multiple Insurance companies today for quotes and asked specifically if I would be covered for similar incidents and all stated yes (perhaps more snake oil salesman or they might just be honest) but rating on my experience thus far with bettersure I doubt that they could do any worse.