Old Mutual Insure and Plumbet Boyz

Geyser burst, contacted broker, received confirmation of claim number, was given name of Plumber boyz who were to contact me as a preferred supplier. Plumber Boyz office phoned me and made appointment for the next day-Friday @10.00am. They phoned me at 9.00am and said we are at your gate- this after making an appointment for for 10.00am. Plumber states that his office didn't tell him about the 10.00am appointment. Not a great start. I now have to reorganise my morning. I had previously set up a ladder and opened the access to the roof in readiness. Plumber walks in and does his inspection and states the geyser has burst and I need to pay R500 excess in cash now before he can proceed or I could do an EFT- his office would send me the banking details but it would take time to clear the payment and he cannot proceed unless payment is made ..so probably only after the weekend. They have the geyser in the van so if I give them cash now they can start today. I didn't have the cash and at no stage in the process was I told I need to pay the excess up front. I have never been asked to pay the excess up front in any of my claim dealings with OMI so I sent the Plumber Boyz away. When I relayed the events to my broker he agreed it was not acceptable and he then got claims to phone me which they did immediately. I then requested a different service provider other than Plumber Boyz for which I am currently waiting for the contact details. I felt that Plumber Boyz were virtually *********ing me as a burst geyser is an emergency- no hot water. I could go and get the cash or wait until the EFT cleared as it was Friday- probably only on Monday so five days in total without hot water before they would attend and fit the new geyser. This "service provider" Plumber Boyz needs to be immediately removed from your panel of approved plumbers. Shocking experience and not in line with the great service I usually experience from Old Mutual Insure. How can OMI recommend this business???