Sad service

My last claim for a concealed burst pipe was handled in a good manner but I got a call from Miway two weeks after to tell me that I was suppose to pay for the repairs. A consultant registered my claim and a leak detection company was send out to my house the very same day (27 Jan) to confirm that there was a leak. Leakage was confirmed and again I was told that repairs will be done on Sunday, 30 Jan 2022. Repairs was done and I have not heard anything further from the insurance.

Today, two weeks after the incident, I get a call from the Miway consultant saying that the 2nd leak was not supposed to be covered by the insurance, only the 1st one. At no stage did anyone told me that this is the case otherwise I would have contacted my own plumber to assist with the repairs. Now, I understand that this might all been mentioned in the policy, but a reminder would have helped a lot. I even spoke to another consultant named Sabelo, and he mentioned nothing about me being liable for any claim.

I got a call from the same consultant that registered my claim (today, 11 Feb at 14h15) saying that he has spoken to his supervisor and that the supervisor said that they will foot the bill for this instance, but I will not be assisted in future if there are any further burst pipes and leakages. This is completely unacceptable because if your consultants were properly trained, they would have warned me that I need to foot the bill for the 2nd claim. Also, how do you foresee future damages that is out of your control? That is then the reason one has insurance to cover for unplanned events. It's very sad that I will now have to look for another insurer that has their clients best interest at heart instead of just handling every client as a business.