Pathetic Service - Better Sure not Better at ALL

The review should actually be 0 stars.....

We logged a claim over a week and a half ago, the service providers appointed by the insurer then came through on the Friday, 11th August 2023 to do their assessments. We contacted Better Sure on Monday 14th August 2023 for an update and was advised that they are awaiting quotes from the service providers appointed, in the interim we had no water to the premises and our home assistants had to vacate the premises.

On the 17th August 2023 we called for an update and spoke to Njabulo Thwala who said he is escalating the matter. On the 18th we called back and spoke to another consultant (Refer to call logs) and was advised that the quotes were received and it was being escalated for Validation.

Today, 21 August 2023 i called in again and managed to get through to Njabulo who advised me that he was on leave and just saw the email now and is escalating for Validation, to which i questioned him on the previous escalation for validation. i requested to speak to a manager as the claim is taking too long to process and Better Sure doesnt care that there is no water to the premises. If an employee is on leave then the claims process stops????? what happens to these so called escalations????

Njabulo then introduced the Team Leader Siphiwe Tholo who advised that he reviewed the claim and it is above his scope to approve and he has sent it for review....i came back to the point that this was already requested for validation to which i got response that he only received the query now.......REALLY!!!!!!! Seems like the employees at Better Sure only represent themselves and not the brand....no system for processes to continue...... Siphiwe then agreed as per my request to call me back at 15:00 personally to provide feedback, at 15:28 i had to call back and again got through to Njabulo, i was advised that he will check up why Siphiwe did not call me back, after a few minutes i was told that Siphiwe is busy on a call and will call me when he is available..........REALLY!!!! no system to action callbacks when promised, no care that we do not have water at our premises.....

i then asked Njabulo to get a senior manager on the call and after a few minutes he advised me that all managers are busy and cannot speak to me, the manager in question was Leilane Serris.

How long does it take to process a claim?????

Does Better Sure care????? Clearly NOT!!!!!

I reserve my right to take this matter further to the respective regulatory bodies to ensure that we as customers are fairly treated..... TCF, do the employees know what this means????

Kindly contact me on ***