Nelendren

Hi I had a terrible experience with Alexander Forbes insurance and their service provider Geyser Boys , i would like to start from the first time my geyser bust , which was in February 2018 , i phoned in the claims department and told them my geyser bust and i would want to make a claim , they took down all my details and called me back and said that i can expect a call from Geyser Boys and they will come and inspect the geyser and if it needs to be replaced they will replace it.I asked the lady if I would get someone that is reputable to do the job , she said no I will have to use the service provider that is on their network. claims department explained why , they use their own people to do the job.Reason , if there is any problems with the geyser , they will send the same people back to sort the problems or replace the geyser.The geyser Boys phoned me the same day and made an appointment for 3pm , but did not turn up , Phoned the next day and said they were sorry and made another appointment for 2pm the plumber comes in at 6pm with a bad attitude and started to talk rough to me , i told him please leave.The next day i Phoned Alexander Forbes and told them what had happened. The Geyser Boys phoned and said they were sorry for the plumbers bad behavior , they said they were going to send one of their other plumbers to come and sort the geyser , they were supposed to come in at 12pm , they arrived at 4pm , to break the kitchen to connect the pipes to the hot water tap , the plumber assured me that he will repair the hole wall and plaster the wall , he finished installing the geyser by 7pm and assured me he will be back in the morning to sort the kitchen wall , I agreed he come in and finish it the next day , they did not come and i phoned after 2 days to check why they did come , he lady from Geyser Boys told me that , they are not coming because it is not their job to sort the kitchen wall, I phoned Alexander Forbes and told them what happened , they said that i must deal with Geyser Boys directly . i had to fix the wall with my own money.i asked the plumber while he was installing how much it cost to replace the geyser , he told me it was R13000:00 and it comes with a 5 year guarantee.On Friday my geyser bust after 23months of installing geyser. monday i phoned the Geyser Boys and told them that i have a problem with my geyser , the water is leaking and it is making a big noise , the lady told me that it would be the valve and they will charge me a call out fee . i told her it is still under guarantee , she told me that the geyser has a 1 year guarantee and a 5 year warranty , i told her when they installed the geyser they told me it is a 5 year guarantee , she said they did not tell me that , I phoned Alexander Forbes and told them about my geyser and i was not willing to pay any call out fees and the geyser is under guarantee. they said that i must open a new claim . i told them that i am not willing to open any new claims , i told them that the service provider was suppose to sort the problem out and they must speak to them.firstly they opened a new claim without my permission and sent a plumber to my house today.i think that was the biggest mistake they made , firstly the plumber told me that the geyser they used was a RDP geyser , these geysers are used for low cost housing and that is why the geyser bust. i asked him how much will it cost for him to replace the geyser , he told me R7000:00 and it comes with a 5 year guarantee and this geyser is good make.The RDP geyser would not of cost more than R3000:00 , but Alexander Forbes paid the Geyser boys R13000:00 . they downgraded my geyser for the cheapest geyser money would buy, I don't trust Alexander Forbes and they service providers , that is definitely theft.What is there to say about this company and i have to phone their service providers.