Royally disappointing

My mum, Indeera Ramsumar, put in a claim in November 2020. Her geyser had leaked damaging the ceiling and the carpet in the bedroom. The geyser was replaced on the 25 November and the ceiling was repaired on the 8 Dec. But the carpet still had to be replaced. My mum received a call on from Devante to find out how the service was and she informed the agent that the carpet was still not attended to. She was then advised by Devante that she will be contacted the next day. Which did not happen. My mum called King Price on th 4 Jan 2021 to follow up herself. And was once again told that she will be contacted, and again she still has not receiveda call, the carpet is still not seen to. I am also a King price client and was the one that recommended my mum change her insurance. It is very disappointing that the level of service has dropped so drastically. This is definitely not 'Royal Treatment'