Pathetic Service when you need to log an urgent claim

Hi Jacqueline

I am writing to you today to express our concerns with the poor service received over the weekend and today. We battled to get hold of a consultant on the emergency line this weekend and after many attempts managed to get hold of one. We then informed the consultant of a cracked pipe due to the cold weather. The consultant advised that we will get a call back in no later than one and a half hours. We have received no call backs, no claim has been registered and as a result are sitting without water in this bitterly cold weather. Can you imagine what our water bill is going to look like? I can!

I am expressing my dissatisfaction with you in hopes that you will escalate the matter so it gets the attention it deserves. If the matter is not resolved today, we will be cancelling our policy with you.

Due to the current economic and worldwide situation as to COVID-19, we are all living in difficult times so it is your responsibility to ensure you go above and beyond to assist your clients as retention should be your main focus at this point.