NO FEEDBACK/CUSTOMER SERVICE

My complaint I will try to keep short and not so sweet, but strong, check up on you company recordings for details as I feel I have wasted enough time on phoning!

I will not quote all names as I only have record of the last 2 call agents I spoke to and I feel that they are not fully responsible for the feedback and the claim progress

September 29, 2020 @ 15h37 - Claim submitted telephonically *** September 30, 2020 @ 07h05 - SMS received that the assessor has been appointed by Digicall Assessing Solutions October 1, 2020 - Assessor inspected the claim - As per the assessor feedback the report was completed from his side October 2, 2020 October 15, 2020 @ 11h45 - Follow up with Brolink on claim now 2 weeks since the claim was originally submitted - as per the call agent "feedback has not been received by Digicall Assessing Solutions", and also was advised I will be phoned back the same day to give me feedback on the delay - NO CALL RECEIVED October 19, 2020 - @ 11h08 - Follow up with Brolink on claim after no feedback since October 15, 2020 - as per the call agent "the claim is locked with payments" not sure what that means, after that I was advised I will be phoned back after "unlocking" the claim - NO CALL RECEIVED October 20, 2020 @ 09h32 - Follow up with Brolink on claim now after already 2 calls with feedback promises and nothing received. Interesting now the call agent advised me that "the claim was rejected and was referred to management for a business decision" so now I am annoyed because the 3rd time I need to follow up moving closer to 3 weeks now, I am told this?? I don't know what is happening with my claim now as I am hearing a different excuse every time. as per the call agent now I was said I will receive feedback by the latest 12pm, it is now after 2pm, I advised the call agent if I do not get feedback by his time given I will submit this complaint to Hello Peter.

With this said, it is impossible to take this long with a claim like this, a sand filter of a pool that cracked which to my understanding from the investigation was a factory fault where I now heard that this is not covered but in the very 1st claim submitting call I was advised wear and tear is not covered so I am confused

The pool now looks like a lawn nice and green which I now need to pay for to fix as well because the claim has not been finalised to date, and that I would suggest that cost be added to the claim due to delays from the insurer as the delay is on their side

Will appreciate if this claim can be finalised urgently so I can plan my way forward

CLAIM NO - ***3*001