No feedback

Building claim # ********** logged on the 28th Feb for a leaking sewage pipe on our property. Contractors were dispatched the next day and reported no problem - even though the evidence of leaking / seeping sewage was clearly visible. A week later the problem got worse and a team was once again sent out on the 7th March. An additional team needed to be authorized to attend with specialized equipment this only took place on the 13th March. A report was then issued to Discovery by the contractor on the 18th March. Today 20th March I spent approximately 2 hours calling the contractor and Discovery to get an update on the findings of the report submitted. Today also resulted in the leak escalating to spread into a much larger area of the property. All this time not a single call / sms / email from the assigned Claims administrator : Mpho Megale Contact number : 011 524 0745 Email : ********** Eventually at 2pm the esteemed claims administrator called to say she was on training for the last 2 days hence there has been no feedback (did i mention that this was logged since the 28th Feb). All of this only to be informed that my claim will not be honored due to clause 10.2.1 of the insure plan guide. Apparently the sewage pipe on my property requires regularly maintenance! My issue here is two fold .... 1) A potential health hazard has been allowed to continue for nearly a month! 2) Had this process been taken in the serious manner in which i imagine it should be regarded there has been further damage cause and this is now all for my account. I am in the process of getting the repairs carried out by a professional plumber in my private capacity as i cannot expect the situation to continue. The costs thus far are estimated in excess of R50 000! Not a single manager has been reachable as all agents refuse to share any details and are fantastic gate keepers ... pity they aren't as focused on customer service.