Pathetic Service From Bettersure - an insurance company to stay well away from

This is the first time I have claimed from BetterSure. It is a simple claim for a Geyser that needs urgent replacement as is leaking badly. I had a local qualified plumber come in to assess and agree it needs urgent replacement. This was Friday 10th Septembers. However When I called in to register a claim and after the usual bunch of questions I was told that My account was in arrears and that they could not register the claim until I was paid up and that I should speak to their finance department. - I get put on hold and transferred :(

Now I have a standard debit order with a fully paid up account which was confirmed after having been transferred to the finance department. Hence more time wasted. During the registration I was told that they had to send an assessor out first and could not use the qualified plumber I had got in who could have done the job within a few hrs.

I requested them to come urgently as the leak was starting to damage some woodwork. I informed them that they need to come within the hour as I was not going to be available after that as I had other commitments I could not change.

They completly ignored my request and never arrived. I then got a whole lot of missed calls on Sunday night when back in town telling me they were trying to get hold of me but I never answered. This after me specifically telling them I was not going to be available.

Today is now Monday 13th September. I had to phone again and ask where they were. They then said they would send someone to check the geyser. I had to re tell the story of how urgent it was and that they needed to bring a geyser with as I cannot afford to wait for them to leave again and come back with a geyser and invade my property twice with workers.

I live in Montagu and they had to come from Worcester 1 hr. away as they said they had no local plumbers. This after I told them I had one who could assist and could provide a damage report. I was asked what size the geyser was and I sent them pictures of the specifications and damage. This was 10h00 this morning (13th). I then got a WhatsApp saying "I see that's bad alright let me speak to the guys quick".

At 14:15 I WhatsApp'd to find out why they were not here yet. At 14:36 a return WhatsApp was received saying "Let me call them". At 15:37 I sent another Whatsapp saying "What is going on!!!!' -At this time of 17:36 no reply.

At 16:41 I phoned the call center again and was told please hold while they find out what's going on. After 12 minutes of holding they dropped the call.

I have heard nothing since and a whole day of leaking geyser, water wastage and damaged wood has transpired. I now have to put in an additional claim to replace a patio roof framework because of it.