BAD CUSTOMER SERVICE AND STAFF INCOMPETENCE

My husband lodged a claim with Outsurance 11 November 2022 with Nombuh Sengane. She then sent JJ plumbing to assess, then JJ plumbing sent a report back the next day, she called my husband and told her the claim was declined as per report from JJ plumbing. Then my husband asked her to conference call JJ plumbing because what they wrote on the report was incorrect, JJ plumbing apologised and said they mixed up the information with another client's report that they did on the same day they did ours. We then decided to get our own plumber to do the job only to find out that the pipes that JJ plumbing said they are not leaking are indeed leaking. we called outsurance to speak to Nombuh since she knows about the claim to re-open the claim again and send the JJ plumbing to assess again. JJ plumbing came and assessed, they sent report back to outsurance, since then we have been calling outsurance to speak to Nombuh and the feedback we get 'SHE IS BUSY, SHE WILL CALL YOU BACK' she doesn't even respond to the email. On Friday 2 December 2022 the consultant said she will escalate to the manager to contact us, no one contacted us. BAD CUSTOMER SERVICE!