Nothing better about them

My biggest regret is not finding an alternative insurance in May when you failed to send someone for geyser inspection. Till today I have not received that service which is a perk of this insurance.

Here I am now with a real claim, I dont know if the insurance itself is ****py or you just have *********** staff.

I submitted a claim on Tuesday a service provider was sent within the hour and I thought wow great.

Wednesday not feedback, Service provider calls and advises they have submitted quotation and are ready to come over to provide service. I thought wow great.

Thursday service provider calls there is clearly a misunderstanding between us and the service provider.

I call bettersure for clarity, and speak to Njabulo he advises he needs to speak to the service provider and he will get back to me.

After an hour without speaking to Njabulo I call back, coz remember I am still waiting for call back on geyser inspection from May and this claim is urgent because of the rains that happened yesterday Wednesday and if this issue is not resolved ASAP we will have more damage because of this.

Call was answered by Thuli. I am not even sure she knows how to read her system and have no faith in what she was doing how are you going to ask me about case management i am the client case management is an internal process for you. Thuli was reading old notes and not able to answer what happened with Njabulo calling the service provider even though she has put me on hold to go and ask Njabulo. because I could see that this person doesnt know what she is doing can i speak to your team lead/supervisor she said he is in a meeting. same answer as the one I got in May clearly my geyser inspection hasnt happened because the team lead is still in the meeting since May. I got infuriated and dropped the call and waited maybe Njabulo was going to call me back.

2 hours after speaking to Thuli, I called back requesting a follow up and was answered by Dineo. you would think 3rd time is a charm, NOPE it was not she was even worse. she said sorry I cannot answer any of your questions the person dealing with your claim is Sbahle and they are not in today. so I asked but why did Njabulo and Thuli answer my questions. she said she is in Technical support and has to answer a Claims query because the call volumes are high and proceeded to use jurgon to explain when I asked her to explain the words she just used I dont understand what she is saying she transferred me to claims department.

Guess what I was back with Njabulo who told me my claim will be going to validation which will take 48 to 72 hours to process and then will go to payments. I asked can we escalate to urgent as this is a pool pump claim. it has been raining for the past 2 days and there has been more rain forecast for today and the pool has flooded coz we cannot backwash without the pump and is overflowing to my lounge and will damage my furniture and I will need to go through this unpleasant process with them again. Njabulo said I am sorry about that.

Tell me why I didn't look for other insurance after the May incident cause I already knew then that when I have a real claim I will be sent from pillar to post.