Over a Month Without Hot Water — Ongoing Safety Risk Ignored

I lodged my claim with BetterSure on 11 July 2025 (Claim number: BSH***) after my geyser kept tripping the Earth Leakage every time we ran a bath. I suspected the geyser was at fault.

The first person they sent was not an electrician, had no tools, and did not inspect anything. The next day, an electrician came and replaced a switch on the DB board, claiming the issue was resolved.

The problem persisted two days later, and I immediately informed BetterSure. My concerns grew when, after their work, my plugs no longer tripped with the Earth Leakage as they did before — raising serious safety issues given that my house has an electrical compliance certificate from when we moved in.

For over a month, I have sent repeated follow-ups via WhatsApp and phone calls. I have been told multiple times that the case was “escalated” or “under review” and that I would be contacted, yet no permanent resolution has been provided.

On 1 August, the electrician finally came again and found the real problem: the main Earth Leakage cable was literally burning out behind the DB board. This is a major fire hazard and puts my family — including my small children — at risk. Since then, I have received no concrete plan of action. Every time I ask, I get the same response: “We have escalated to management” or “waiting for the report.”

It is now mid-August, and I have been without a functional geyser for weeks. The delays are unacceptable, the communication is poor, and the lack of urgency in addressing a life-threatening electrical fault is shocking.

I pay my insurance premiums every month for peace of mind and support in emergencies — yet I have been left with no hot water and a dangerous electrical setup for over a month.

BetterSure’s handling of this matter has been extremely disappointing, and I am now considering escalating this to the insurance ombudsman if there is no urgent resolution.