Disappointing Service

We recently put in a claim for our pool leaking. A building specialist was assigned. We were then told no service providers could come out to us...we live in Kommetjie for goodness sake. Not in the middle of nowhere. I had to phone around myself and get a local pool company to come out.

I submitted everything I got from the pool company and was then told the information is insufficient and that I have 2 days to sort out the info or my claim would not be validated. This was told to me by the assigned building expert. Nowhere in my policy documents have I been made aware of this.

I submitted my info and a week later I had to follow up and was told our claim is rejected to wear and tear. In the report it mentions the pipes are lifting which causes the pool to fold and made the weir crack.

This very same "Building Expert" was assigned when we had a leak in our driveway. The water was bubbling out through our driveway. He had people come look and we were told it is due to a high water table. Bare in mind we lived here at that stage for probably 6 years and never had an issue. It got so bad the driveway was starting to cave in. I eventually got someone out...massive leak there. I got it repaired.

I want a different expert assigned and I want this claim looked at again please. I am not filled with confidence that a person who couldn't even identify a serious leak is now telling me my claim is rejected.