Poor bad pathetic service...........ITU Assist Customer Call Center Agents

On 09 April 2019 in the morning I called the customer call center as I had a geyser burst at home. I spoke to Maureen who in turn informed me to forward the geyser damage report to her. I forwarded the said Maureen who works for ITU Assist and to my surprise I did not hear from her since Tuesday morning. On my way from work after 17h00 I again called the same customer call center and I was transferred to Celestine. I poured my pain to Celestine as I could nt believe that it still had to be me who had to follow up on the said claim as I still had not received a text message, telephone call nor a reply of my email from Maureen. Celestine requested me to forward the said damage report, which I did. A couple of minutes later received a call from a Plumber who took pictures of the damaged geyser and informed my Helper that he will forward the pictures to the insurance and will get instructions from the insurance for a way forward. This was Thursday evening and Celestine had promised to sort out this issue ASAP as I complained to her that we taking cold baths and shower. I clean forgot to follow up on Friday and to my surprise still there was no telephone call, no receipt nor confirmation of receipt of my email including progress of my claim regarding my damaged geyser. I then called this morning and unfortunately I cannot re-call the name of the consultant that I spoke to. In short the said consultant informed me that there was nothing she could do as Celestine does not work weekends and all she could do was to forward an email to Celestine. This did not assist me as all I needed to know was the progress on my claim i.e. whether the insurance has approved the said claim or not considering that I first reported this claim on 09 April 2019. This in my view is pathetic, firstly there is absolutely no update from consultants regarding the status of the claim. I therefore do not see the reason why there is a customer call center when three people in a space of five days are unable to assist with something so simple. I am so sorry King Price because when you debit my account there are no questions asked nor calls, however when there is a problem, it seems like mt kilimanjaro for me to be assisted. For me today to be informed "that sorry there is nothing I can do as Celestine does not work on weekends". This is pathetic, she sees the progress on the system but chooses not to do anything about it. I will not be surprised if it will be me again who follows up again on the very same issue on Monday. I have been insured before, I have hardly followed up on claims and instead I would be getting text messages, emails and telephone calls regarding the status of my claim up until I will be sorted. This is the only reason I might have to cancel my policy and move to another insurance company as I cannot stand your pathetic service. Imagine if I was involved in an accident....................just thinking loud if it is worthy to endure such poor service!!!!!!!!!!!!!!