Highly Unsatisfactory service from Ooba and their Service Provider (MDN Builders)

I am writing to express my profound disappointment with the service provided by Ooba in relation to a recent claim I submitted. As a dedicated customer who has consistently paid my monthly installments on time, I expected a higher standard of service.

Firstly, the communication regarding the progress of my claim has been virtually non-existent. Despite Ooba's stated turnaround times, my expectations have not been managed effectively. As a person who values patience and understanding, I was willing to accommodate delays. However, the conclusion of my claim after three weeks of back-and-forth communication was far from satisfactory.

I was informed that the service provider was busy and would only be able to conduct repairs a week later. Despite accepting this delay, I was contacted on the scheduled repair date by the builders, who informed me they do not repair vibacrete walls. They advised that a cash payout would be made and I would need to find my own contractor for the job.

It has now been four weeks since I submitted my claim, and 3.5 weeks since the builders initially assessed the damage. This begs the question: why was I not informed earlier that the builders could not perform the repairs? Had I been notified sooner, the wall could have been repaired by now.

The overall experience with Ooba has been marred by poor communication, a lack of willingness to fulfill their responsibilities, and subpar service providers. The builders' failure to communicate their inability to perform the repairs from the outset is unacceptable.

Moreover, I have spent over R300 in airtime over the past four weeks, attempting to follow up on my claim. Despite numerous promises of callbacks from both the insurer and the service providers, I have not received a single return call.

In conclusion, the core issue appears to be a lack of effective communication. This experience has been extremely frustrating and disappointing. I urge Ooba to address these concerns to prevent future customers from enduring similar dissatisfaction.