Claim not being honoured and senior advisers not bothered to get back to me

<p>About 2 or 3 months ago my house suffered some damage after the big storm in JHB. I phone Budget and after about a week they sent someone out to have a look. About a week later, after not hearing from them, I had to call to find out what was going on. They said that the house stuff would be repaired but they would not fix the boundary wall that fell over. They said they wall was not built well. I moved into the house nearly 10 years ago and the wall was already there – how would I know how it was built. Happy to take the premiums every month though! I told the consultant that I was not happy and needed a senior advisor to call me back. They promised that someone would call by the end of the day. After 2 weeks and no call – I phoned back. Only to go through the same process with the same promise of a senior advisor to call me. Another 3 weeks later, I still did not hear from anyone?! So I call back again. Now I was told that the other part of the claim has been closed off as it was settle?! Nothing has been fixed on my side so I don’t know why the claim was marked as settled?! Now they say that they can’t fix the wall cause the policy says not precast walls!!? What! They story has changed?! The consultant again promised me that a senior advisor would call me before the end of the day. 2-3 weeks later still and I have not heard anything from anyone! I have been a client of Budget’s for nearly 10 years and this is the service I get. It seems to me that they would rather spend their customers money on potential and new business rather than taking caring of the clients that are actually paying the bills! If I do not get this claim resolved immediately, I think it is time for me to go to the insurance ombudsman. Very disgruntled client .</p>