Dialdirect beating around the bush for a borehole pump replacement.

I had put in a claim via the app for our Borehole Pump that suddenly died on the 10th of February. I had not received a response within the allowed 24-48 hours, and finally called the claims department on the 12th to find out whether the claim was received.

I was informed that there was apparently an issue with the app and that the original claim had not been pulled through correctly. They assisted me to log it properly, and sent a service provided through on the 13th of February to assess the pump.

I was told that once the damage report and quote was submitted, then I would receive feedback by Monday the 17th. I had to finally call the claims department again on the 18th to follow up, as I was not getting any feedback via the app or emails. Only after this did I receive an email from Makhukho stating that the replacement quote was not received.

I then contacted the service provider who confirmed that they had sent everything through.

I then got an SMS on the 19th mentioning that the damage report was outstanding, and I again called the claims department today(20th of February). They informed me that the damage report was received, but the quote was still outstanding.

I then contacted the service provider while on the call with the claims department, and they again stated they had sent both the Damage report and quote through to RSI, and was then put on hold with the Claims department, after which I was told that they had in fact received a quote, but that labour and callout fees were not included.

I asked Makhukho to provide me with the quote, but was sent the damage report which included a note about the item that needed to be replaced. They then sent me a fairly rude email stating that I should rather call a pool company to do another assessment and provide a replacement quote.

I am not sure why they had not sent a pool company from the start, if that should have been the correct approach? And why should I now after 10 days of lodging the claim get another company to come out and again assess the pump?

I will get the original quote from the service provider and send it through to Makhukho, but as mentioned, I am extremely disappointed with the service that I have received on this matter from Dialdirect as I had to phone multiple times before getting a clear answer on what was required. If this matter is not resolved by end of business on Friday the 21st of February, then I will be looking for a different insurance company once the pump had been replaced.