Desperate, Please Help!

<p>I want to raise my utmost dissatisfaction with the pathetic client service that we are receiving from Alexander Forbes. Our claim was registered 30/8/2016 with confirmation on the same daythat the claim had been logged.</p> <p> </p> <p>A contractor (Bromo) was supposed to meet us on 30 Aug 2016, however they did not pitched neither was any apology made. They only contacted us Sunday 4th of September and arrived 5th September. Thereafter everything went quiet.</p> <p> </p> <p>I made a follow-up on the 8th September only to be told that our listed damage was a burst pipe only. This is despite us showing the guys on-site the full extent of the resultant damage which included amongst other the walls, door frames and floors. An assessor was asked came to our house and only came on the 14th Sept . On the 19th we made a further follow-up and we were informed that the plumbers had been instructed to attend to the leak. At this stage we were just fed-up with all the inefficiency and requested our loss to be adjusted in order for us to proceed and fix ourselves.</p> <p> </p> <p>I was told telephonic that we will shortly receive a proposed settlement to signed for us to sign.</p> <p> </p> <p>To my surprise we receive an sms from a flooring contractor that they need to come out. This was never communicated to us as we were of the opinion that all was concluded. This was on the 29th. I was promised that the flooring contractor would be at our house the Monday morning early as my wife could not take of work again. We place on record that it is now Tuesday 4/10/2016 and we are still to hear from the said flooring contractors even though it was confirmed in the below email.</p> <p> </p> <p>To our surprise a building contractor instead arrived (and again we were not told that a building contractor was still to come as we were told that the flooring quote was the only outstanding item. To our frustration we again learned that allot of the items that we previously pointed out relating to the walls and door frames were not listed.</p> <p> </p> <p>At this stage we are totally clueless as to the status of our claim. This is besides the fact that we are loyal clients for almost six years with only one previous claim prior to this incident.</p> <p> </p> <p>We want this claim to be escalated to a senior manager that has the ability to manage this and can actually provide us with meaningful feedback.</p> <p> </p> <p>We would also like to get our own contractors to provide a quote to have all to work completed as soon as possible.</p> <p> </p> <p>We will also considering this information to the Ombudsman as this is a total disregard for good client service.</p> <p> </p> <p>I trust that Alexander Forbes will have the decency to give the matter the priority it deserves and get it resolved urgently.</p> <p> </p> <p>Regards</p> <p> </p> <p>Jean and Cecile Hector</p>