Why do I have building insurance if Ooba can't take responsibility

I have previously complained on Hello Peter about the pathetic service I received from Ooba insure and 4-sure. The claim was registered on 1st August and my last complain here was on 11 September. See my initial complain below. The matter was dealt with on a non-urgent manner. I now received communication from 4 Sure where they expect me to pay an excess. I do not see the need to pay for this excess as I have received the worst service ever. I contacted 4sure who told me to take the matter up with Ooba insure, which I did. I spoke to Jacques, who promised to call me back on the same day, as he need to discuss the matter with his supervisor. I am still waiting on his call. I have called back Ooba only to be told to email them about the matter. I emailed Luyanda Molefe on the 5th October, the 14th October and again now on 16th October with zero response. What d I need to do to get a response from Ooba. We now have additional damages to our floor finishes only because Ooba and 4-sure took their time to deal with this claim. Who is going to take responsibility for this lack of responsibility? I want to have this matter sorted out ASAP as I intend to change insurance. I REFUSE TO PAY AN EXCESS!!!! “Our household had water damage to our floors in July 2024, due to a burst mixer in our en-suite bathroom. The claim was registered (MEV52578/1), and the necessary documents were supp**** to 4-sure on 01 August 2024. Our floors in our main bedroom, en-suite and kitchen got damaged. It is now more than a month later and the damage to our floors is worse, due to loose tiles. Since I have submitted the requested documents, I have not received any feedback and response from Keenan Matthews or Kabela Oliphant, the 2 employees from 4-sure I had to deal with. The intend was to do the repair work during the school holidays and the end of September due to our availability during the day. This will probably now have to be postponed and one of us will need to take unnecessary leave to allow for supervision. I am appalled and extremely dissatisfied with the lack of service I received from Ooba Insurance and 4-sure. As Ooba you should have followed up on my claims and as 4-sure, you are not worthy to be called an insurance company. My monthly payment goes off on time every month, and you have the audacity to even increase our insurance premium for a service that is non-existing. This is not the first time I received this pathetic service from your insurers, and it makes me wonder if you are serious about our damages. I am not interested in excuses, or any other runaround and I expect immediate response and action from someone who can do their work. I think it would just be fair to waiver our excess. I expect a call and correspondence as quick as possible. I would like to have this mater sorted out so that I can change to more capable insurance brokers and insurers.”