What a depressing state of affairs, start to finish

To whom it may concern,

What pathetic service I received from this insurer. The only thing that they are good at is signing you on as a client and taking your monthly premium.

On the 2nd of April 2024 I put in a claim on my better sure insurance policy for a geyser issue.

Firstly the claims process, I called them around 8:30am on the 2nd of April 2024 because they only take calls in office hours. The person I spoke to took my ID number and cell number and said that someone from claims will contact me within 30min. At around 10am on the 2nd April 2024 I called them back to follow up on the promised call. Only to be advised that the 1st call centre agent was wrong. With the 2nd call centre agent we started the claims process. After 20min on the call the 2nd call centre agent advised me that there was an issue with my premium and cut the call. So I called back, and got a 3rd agent. We managed to complete the claim and he advised me that a service provider will be at my place at 1pm to assess the geyser.

Secondly their service providers, at 1pm on the 2nd April 2024 no body pitched up at my place. I called the claims number a few times and was advised that the service provider, Jerro would be there soon… someone from Jerro only came at 4:30pm to my place. They assessed the geyser and advised me it was burst and that they would see me first thing in the morning of the 3rd April 2024 and replace the geyser. As I was desperate for the repairs on the 3rd April 2024 at 8:30am I started calling the service provider and the the insurer only to be kept on a string and to be told they were on their way to me. At 2:30pm my urgent geyser repair was becoming an emergency due to the fact my wife and newborn child were in hospital and were to be discharged. I eventually got the go ahead from the insurer to get my own service provider to do the job and they would reimburse me.

Thirdly, the reimbur*****t process, they initially asked me for 3 things, before and after pictures, an invoice and a damage report. These 3 documents were sent to them at around 9pm when the job was completed. I received an e-mail detailing that they would reimburse me R14500-R2000 excess as per my invoice. I agreed that this was fine. Then the poor service begun once again, they took two weeks going back and forth with e mails asking me for new invoices and documentation. Eventually they concluded that they will pay me R5786 due to “Their rates”. They priced a 150l kiwkcot geyser at R1221. And advised me that this is their rate for the geyser. It is a slap in the face at less than 50% of what the job cost me due to their incompetence.

Their call centres, you can never speak to the same person twice. It is always someone new and they start the process from scratch each time.

Needless to say that it’s over two weeks and they still haven’t concluded this matter.