PATHETIC COMPANY

The reason why I am reporting this issue to Hello Peter is because I have escalated this matter to you Useless manager until now nothing has been done Kindly pull the call recording for your security purpose (POPIA ACT) as my mother did give consent on a recorded line to deal with you on her behalf since she doesn’t have email address and its difficult for her to understand when your call center agents are communicating to her. With a lot of reluctance and disappointment. I am writing to you regarding the unbearable situation my mother has faced with your insurance company for the past 3 month. It goes without saying that your Customer/client service is just a nightmare! I trust this is not the way your company wishes to conduct customer service with valued customers. 1. Geyser & Resultant damages - When you look at this matter you will see its going back to 19/05/202. I don’t think fixing a geyser and bath On the 1st of June 2022 I started being aware that you as my mother’s Insurer are taking advantage of her because she doesn’t understand the principles of insurance. Take note that my mother has taken leave to make sure this claim is finalized and to date it has not been resolved.  You send a contractor out to do repairs after geyser claim, To my surprise he was insisting to do repairs which is “painting” walls and ceiling even after he noticed that the is still water leakage.  I spoke to the manager Thasnine advising her that after the geyser was repaired, we started experiencing continuous damages on the walls (wet walls) and the kitchen  A plumber was requested to come out only to realize that the bathtub is leaking.  The Replacement of bathtub was incorrectly done as advised by the contractor who dd the tilling on it because it is not leaking and the is muddy water coming back to the bathtub.  One thing that is so disappointing about your company is that all these damages are going back to the 19th May 2022,But to date I can’t even point out if they are fixing or messing up even more.  My mother has went to an extend of taking a week leave since she thought this matter would be resolved. Its almost 3 months now we are taking pillar to post.  One of your consultant has been very consistent in trying to assist with this matter.  On Monday we go on call with the plumbers and they promised to come on site – This never happened and its not the first time they do this  Yesterday again we waited, no one showed up, only at 16:48 they are calling to make an appointment to tell me they are fully booked and can’t come out.  YOU WILL NOTE THIS IS A WORKMANSHIP ISSUE DONE BY THE PLUMBER AND NOT A NEW CLAIM. HOW CAN I BE TOLD TO WAIT FOR AN APPOINTMENT WHILE THE HOUSE IS FLOODING MUDDY WATER!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!  Just take note that the house is becoming a mess every second there are no repairs done and my mother is asthmatic and has a heart condition. She really can no longer cope under such circumstance.  Bear in mind during this process of waiting for someone to get back to us or make an appointment this is what my mother has to do every night clear the sand and water coming inside bathtub and put blankest like that on the floor to block the water from going into the other rooms because the new bathtub that just got installed is also leaking at the bottom and we can’t see where the water is coming from. The plumber was advised by the contractor that he installed the pipe incorrectly.  The pumber claims they called me yesterday at 16:47pm, what were they still going to do around that time?Book an appointment while we waited the whole day for them to come out and fix their mess!!! You really need to teach Mandy from Simunye plumbers telephone and communication etticates, She’s very rude and didn’t want to understand our frustration about their delays she only called in to giVe us orders that we will have to take tomorrow’s appointment oR jump!!!I even put the phone down n her ear because its pointless to speak to a automated system. We have been expecting the plumber to come out from Monday as instructed by your consultant and we were on that call. This is the type of response we got from Manday: unfortunately there’s nothing she can do because they are fully booked. I will have to wait for the appointment and the insurance cannot determine appointments for them. its over 10 days dealing with this leakage, that is caused by the plumbers. Can I clarity who is going to be LIABLE FOR THE WATER BILL????

I have really lost patience with the incompetency of your service providers and take note that I am in the process of referring this matter for further assistance to the following bodies: 2. Ombudsman 3. Hello Peter, 4. FSCA 5. The institute of plumbing SA