Complaint

Details of Complaint: This policiy is applicable on an asbestos dwelling. A pipe started to leak in 1 of the shower walls, with the result that water started to stream into the walls and started to flood the bathroom, the adjasent bathroom and passage. They sent out a plumber but he left and advised that someone must come to open up the wall. I received the minimum feedback and had to phone them to get information about the claim. They sent an assessor to the house on 22/2021. Last week I phoned every day to find out what is going on with the claim. They sent out a plumber again. He unskrewed the shower head and replaced a piece of pipe that stopped the leakage. Eventuall they informed me that the assessor advised that an amount of R 14000 be paid out and I have to get someone to fix the damage, they will ,however, deduct the co- payment from the R 14 000. I received no correspondence from them, the only contact was when I contacted them. On Friday the amount of R 14000 was paid into my bank account. I contacted them and according to them it was a mistake and I have to pay the co-payment back. Everytime I ask them to send me the patriculars of the claim, but up to today I have not received anything. What I want from the Ombudsman: I want then to at least send a contractor out for a quotation to fix the damage. The walls are warping due to water damage with the result that the grout is cracking, mold are forming and all the skirtings have to be replaced .