No Communication, Frustration

I would give this a no star rating however I can't access this bit if it is not selected.

Firstly there has been flooding at my home on the 12/01/2024. I have tried calling in the emergency line however took far to long to answer and my appliances were getting damaged so I hung up and proceeded to attempt to retain the water, successful to the kitchen area. Damages on the property include: • Leaking roof • Kitchen cupboards damaged and swollen half way up due to the cupboards absorbing water • Loose tiles • Water damage on ceilings I have logged the claim on Monday 15/01/2024. The assessor had come out on the 17/01/2024, where he had submitted all documents and gave me a timeframe of 4-5 days for feedback. I have called up to follow up a week later 24/01/2024 just for them to say the claim is on hold due to the assessor submitting the incorrect documents. I have contacted the assessor and he has submitted the correct one's I have been told again to wait another 4-5 days. I called up yesterday (31/01/2024) just for them to say that it's still with the claims team and they would call me or send through an SMS either yesterday or today (01/02/2024), I had also updated my contact number however no SMS or call has been made to me. I've called up again today (01/02/2024) after waiting 20 minutes for the call to be answered I spoke to Itumeleng Sekwele (Agent that I spoke to yesterday). He has mentioned that he will call me back with an update (I have no confidence in this happening as when my contact number had been updated yesterday had been captured incorrectly. I have corrected the number again with Itumeleng Sekwele) I have called back again close to closing time 16:28 and spoke to Busisiwe Dube - Said that she will send through to back office and Team Leader for assessment. She has mentioned all the documents are submitted as of the 25/01/2024 and has a 48 hour turn-around time however that would have been on Saturday 27/01/2024 making this 4 days overdue. There is an addition 48 hour waiting period for the decision bring it to Saturday 03/02/2024 however the Claims team is off so would need to follow up on Monday 05/02/2024. The turnaround time is 24 Days not 24-48 hours as advertised proudly by their sales team. Please bare in-mind: I have 3 kids Eldest 8 and smallest 2 whom has now gone to the doctor for treatment for respiratory infections due to the ceiling now having mildew and dampness in the kitchen. • It does not take a lot to call or SMS a customer! • It does not take a lot to sympathize with the situation! • It does take a lot to stick to time frames!

All of the above had NOT been adhered to.