Bad realyy Bad service from Outsurance

When we get insurance we usually go bY recommendation from family and friends and people who had a pleasant experiences with an Insurance company. This is how I made my decision to be insured with Outsurance. Through their adverti*****t and responses from other people

More than two years ago my geyser burst and was fixed by Outsurance and the geyser was replaced within two hours. On 11 June 2018 my geyser burst during the night and I called Outsurance to lodge a complaint. I asked the plumber to come the next day and to inspect what happened. I was informed by the plumber that the pipe burst and it needs to be replaced. In the meanwhile my ceilings collapse and I and my family had to move out of the house because of the cold weather.

I was assured that the problem will be resolved as soon as possible. This is where my nightmare started. They plumber never came back to fix the pipe that burst the next day and only came back the next day. Only after I called them they came to my house. Outsurance never followed up with the claim. After I send them an sms asking them to assist me with the problem no response. Eventually when the plumber fixed the pipe we only realized that the pipes were partly fixed and the plumber tried to get an additional R1300.00 after paying R25000.00 in excess fees. To replace a copper pipe cost me R2500.00 and Outsurance R5500 in total R8000.00. The matter was raised with Outsurance and it seems that they accept it as it is. I would like Outsurance to do an investigate whya pipe cost R8000.00

After much deliberation a new plumber was appointed and the problem was fixed. The ceilings collapse because of the water damage due the burst pipe. M & M project came out to my house to do a survey to determine the repairs. I was informed that they will come the next week 18-22 June to replace the ceilings. This never happened and when I called them I was informed that I was a burden to M & M Projects since how do I dare ask them where was I on the priority list at their institution. I was shocked by the attitude and response from the receptionist that assisted me.

I explain to them my sister and her child is in the home and they have become sick of the open celling. The lady at the reception who assisted me was rude and insulting. I reported the matter to Outsurance and they came back to me stating that the problem will also be address by M & M on 29 July 2018. I informed Outsurance since I was such a burden to these people I do not want them in my house and therefore they should appoint a different service provider. I have also called the company M&M Projects advising them the same. I am left with regret and disappointment with Outsurance and the service providers.

Where do they get these people that are trying to manipulate quotations and insult their customers?