Unprofessional and Poor service delivery

we have lodged a claim regarding our build-in stove that was not working anymore on the 22nd of March 2024. We were advised that the Assessor will come the following day. The Assessor indeed came to assess the damage on the 23rd. The Assessor then communicated with the Insurance after assessing the damage in our presence and he then told us that our claim has been approved with an option for them replacing the stove or cash settlement. We then opted for cash settlement. He indicated that the insurance will be in contact with us to arrange the settlement.

On Monday 26, 2024 we received an email from 4-Sure indicating that our claim has been validated and sent to the insurance for possible rejection based on the findings of the Assessor. We then phoned Ooba to follow up because the Assessor told us that our claim has been approved. we even explained to the administrator on call by the name Ladene Goliath after we struggled to speak to the person who sent an email from 4-Sure. Ladene Goliath from Ooba promised us that she will escalate the matter to her manager for final decision. She even sent us an email indicating that the matter has been referred to the manager for decision. However, to date no feedback is received.

This claim has more than 10 days. A stove is a basic need for our family because we use it to prepare food. Now we have been depending on fast food for more than 10 days while we have food in the house. This is really unfair to us in this economic situation we find our country in. The worst part we even paid access to the Assessor on the spot.

Ooba must just settle our claim as we were told that it was approved if they want us to stay with them. It is really not sitting well with us to note that they are unable to settle a claim of Building protection policy, so what about the Bond protection policy we have with them. should with trust them with our bond?