IWYZE Geyser and resultant damage claim

Since trying to register this claim on Monday 29/08 I had numerous issues When trying to register the claim I was informed by the agent she only takes messages and someone will call me back. Unfortunately, I did not take the individuals name. I used the correct number and options and my details were verified. I called 2 hours later as I did not receive a call back and was advised the above is incorrect and the person should have registered the claim. I then followed up just before 17h00 on the same day and was transferred to the 24 hour emergency team as the assigned plumber did not make contact yet. With the 24 hour emergency team I had further issues as they could not pick up my claim number, policy number or ID number. I was then put on hold and the agent came back saying they use different systems and he had to register a new claim. Reference ***. The assigned plumber (Plumb Guarantee) would contact me to come and isolate the geyser water supply. I did not receive any calls from the plumber but just a Whatsapp message stating they tried to contact me which was not the case. The plumber came the next day and the geyser was replaced but also moved without even consulting with me. All old piping/redundant material was also left in the ceiling. The old geyser blanket was removed and not replaced. I send them a message regarding this but no reply. Further to this I am still waiting on: Geyserwise to assess the damage to the solar controller board/motor The water damage alarm system board to be replaced My cupboard in the passage got water damage The ceiling got water damage The assessor attended to all this Thursday 01/09 and his reports was submitted. I have made followed up calls since Monday 05/09 and was promised to be called back with updates but sadly no return calls. This included contacting there 3rd party partner Digicall Assessing Solutions (Pty) Ltd, ***. And again no reply. I think your service and the way you handle claims is of great concern. I can only imagine the delays and frustrations policy holders must have when they have actual big insured losses. Monday 19/09 will be 3 weeks since my insured event. And to make things even worse, unprofessional, cold, ruthless and without empathy, I received a notice that my excess will be increased. Your company could not even wait until the claim was settled. And taken into account this building have been insured with your company for over 20 years with 3 claims. On Friday 09/09 I received a phone call stating they opted for a cash settlement (without reason). I then indicated the alarm system is not fixed and the circulating solar pump as well as the pump control board. I was asked to submit a quote for the alarm which I have done the same day. I then followed up on Monday 12/09 and was advised the consultant dealing with my claim was busy and she would call back. In the email I also questioned, how the settlement amount was calculated and why I may not view the report of the assessor. I also questioned why I could not keep the bursted geyser as I could keep it with the 2 previous incidents. Needless to say I received no call back. I again called on Wednesday 13/09 and was advised my claim was again submitted for approval on Tuesday 13/09 although I already submitted the requested quote on Friday 09/09. On Friday 16/09 I followed up again since I received no feedback from the email sent to complaints, (***), the email sent to the claims consultant ( *** ) and the messages left for her. I was provided with the same repetitive update the claim was submitted for review. I then asked to speak to a Team Leader or Manager. I was then advised she will follow up and she or the department doing the review will provide me with an update during the course of the day. Which again never happened. In addition to the above I also sent an email to the complaints mailbox (***) on Wednesday 07/09, got an acknowledgment on Thursday 08/09 but nothing after that. I then sent another email on Tuesday 13/09 to complaints (***) since I received no response and sadly no response or reply yet. I have been with this company for over 20 years, had 2 geyser claims and I vehicle claim of around R14 000 (which was not my fault). The total amount of calls I made, the time I spend on these calls and then just the lack of any feedback is pathetic. We all can understand delays, unforeseen circumstances and processes to follow but not to respond to emails or messages makes the experience so much worse. Even if this small claim now eventually gets finalized I would not recommend iWyze so any person. Unfortunately you can be with an insurer for many years but you will only know how good there processes, customer service etc is until you eventually have a claim.