Are Ooba and CLC "Customer Loyalty Consultants PTY Ltd" robbing their clients?

I bought my first house almost 2 years ago and I signed up with Ooba Building insurance so that my investment would be safe. This insurance also covers your geysers, should you have issues with them.

As luck would have it, both the geysers are damaged. A 150L geyser with a huge external water heater solar panel and a smaller geyser that is solar and mounted on my roof.

3 weeks ago, I put in a claim for the geysers and Ooba promised to send out plumbers to my residence. 1 week later when there was no response I had to call in and ask them what was going on and tell them that I was quite angry as we had no hot water and we have to drive to friends to bath and shower and I also informed them that the small geyser on the roof is still leaking water. They responded that geysers are urgent, and they were sorry. They then sent out a plumber to do the inspection the same day. The plumbers promised to send through the quotes ASAP.

1 week later again, when I had heard nothing, I called in and explained that I was a very patient person and I needed someone to assist me with my claim as I had now been without hot water and working geysers and a water leak for 2 weeks. CLC or "Customer Loyalty Consultants PTY Ltd" - these are the call center guys who Ooba Insurance Sub to, then promised to get back to me and they failed to do this too. I also called on the following Monday and again was promised to get a call back within 1 hour and I am still waiting.

This week I have had no calls and today, Friday 14/03/2025, marks 3 full weeks of waiting for my geysers to be replaced. and the water is still leaking every minute. My water bill used to total 4KL and in 28 days is now sitting at 21KL. I did get a settlement letter for a very small sum on Thursday this week, which I missed. I opened it today and was so shocked that I called the CLC call center again and asked to see the quote which allowed them to get to this settlement figure and was told that it is company policy not to allow me to see the quote or the report that was filed. I did manage to get the consultant to read the report and quote to me and GUESS WHAT!....... They have only quoted for 1 geyser, and it is not even a like for like replacement.

I am so disappointed!