Poor handling of Geyser Burst

<p>I am unhappy with the handling of my claim for a burst geyser.</p> <p> </p> <p>I reported my Geyser burst on 27 August 2016. A plumber came to assess on 28 Aug. </p> <p> </p> <p>I called each day quite a few times to find out when the geyser would get installed and was told that someone would come to install with the excess being R750. After a few days (on 30 Aug) of waiting and calling, the plumber called to mention that the claim will not be paid due to the geyser not meeting the company's criteria, i.e. it was a direct geyser and not an indirect geyser connected to a solar panel. The claims team did not understand these terms and were confident that I would still be paid.</p> <p>In response I argued that the solar panels installed were from NuPower and were SABS approved. I also presented the signed-off test report on the electrical installation (from the electrical board of south africa) which certified that the installation met its requirements and was safe for use. Alexander Forbes said that their criteria was stronger than this and stated that they will not replace the geyser.</p> <p> </p> <p>I feel that I have presented evidence that the items were correctly installed and meet the electrical board of SA's requirements. </p> <p> </p> <p>1. I am unhappy because it took too long for someone to communicate the outcome and the fact that they will not install the geyser for me as agreed.</p> <p>2. The claims team also did not understand the difference between a direct and indirect geyser when I called them. How do we expect the general public to understand this?</p> <p>3. Why is their criterial more stringent than that required by the Electrical Contracting Board of South Africa? This will result in the fitting requirements being met but still not being complient with Alexander Forbes requirements.</p> <p> </p> <p>To remediate this, Alex Forbes should replace my geyser immediately. I am concerned that if I get another plumber the fitting may not meet their stringent requirements.</p>