Useless and ***********

I have 3 houses and contents insurance under this policy with Hollard.

When I bought my new house and requested coverage I said that I have a solar geyser. I was not informed that I needed any additional coverage. I was not asked if I wanted additional coverage.

Last week I reported an EMERGENCY that the solar part of my geyser wasn’t working correctly. A plumber was sent out who didn’t have a ladder to get on the roof. Next day he returned with a ladder. He looked at the geyser and informed me it’s corroded and leaking. It must be replaced. But the solar panels are fine. The geyser however is the problem. The next day I get a call from the plumber to inform me that Hollard won’t replace the geyser because it’s large and needs my approval to replace it with a smaller one. I call Hollard and no one knows what I’m talking about. I get told to wait. I call the following day and have someone look into it. I then get called back and informed I don’t have coverage for renewal equipment. This is the first time in my life I’ve been made aware that a geyser is “renewable equipment” since the actual solar panels are working fine according to the plumber. The person then said they’d get in touch with my broker to find out what happened and backdate the coverage. This was last week. I’m yet to hear back.

Since the plumber has been here I’ve noticed a leak in my house. I assume it’s a leak from an upstairs bathroom. Why else would I have a leak in my house, right? I call a plumber and it turns out my bathrooms are fine. Pipes are fine. It’s the geyser which is now leaking through the roof because the plumber has moved or damaged a tile on the roof. It’s coming down from the roof, through the wall and into my living room ceiling. The ceiling and walls that I just paid over R20k to paint 3 months ago is bubbling with water damage.

The person from Hollard is now silent and the broker is responding with “I’m working on it” while my house gets damaged, my water gets wasted and I sit with a damaged geyser that I paid my monthly premiums to cover repairs.

Please advise what I’m supposed to do here to get the service I’ve paid for.