Dialdirect not doing their part for their clients

(Claim number: 82849****/1) On 19 November 2019 our geyser burst. I contacted Dialdirect who send out a Company to replace the geyser. Excess was paid, geyser replaced, but unfortunately the damage to the ceiling only came visible on 20 November 2019.

On contacting Dialdirect on 20 November 2019, it came apparent that our claim was not loaded on their system and I had to redo the whole process. After that the consultant indicated that the assessor will contact us to assess the damage.

By the 29th of November, nobody has contacted me, although Dialdirect system indicated that "somebody" did try to contact me. I asked for immediate assistance and was told that I will be phoned back by end of business.

They phoned back and said that the claim will be further dealt with on Monday, 2 December 2019. Up until now I did not get a phone call or seen an assessor. My ceiling is marked with brown circles and we are going into the festive season.

DAS send out an sms indicating that they are appointed to fix the problem (ref: 32****), but they are still waiting for information from my insurance.

I really do not understand why I am paying my monthly fees, but when I need assistance I have to keep on following up and resort to writing this review.