can't complain about service, because there are no service

On 22 December 2019 Springs Gauteng had a huge storm and we got damage to the property. I reported it immediately online and received a claim no.

Claim no. ***

The following day I got a call from them to inform me that they have a backlog due to the wide area that was hit. This I understood, and they asked to please be patient as they will send an assessor out a.s.a.p. Only in January a contractor phoned to make an appointment to come and view the damage. Another 2 contractors phoned for the same reason. IN MEAN TIME I keep on phoning them to confirm what is happening. Several stories later a contractor arrived and wrote everything down. ……...I kept on checking the online tracking system to see what is happening.

Again yesterday I checked. according to the online system the claim has been approved, yet the contractor has not received any instruction to start fixing the property. Another call later they asked the assessor to call me. 2 hours later and no joy. I phoned again. Now it will be escalated to management. Now the following day I have not received a call from the assessor nor management. I phoned again. Reply...…………..they will ask the assessor and management to call me. It is now one month and one day later and I STILL DON'T know what is happening.

What I did learn is that they will not fix the roof. I have approved pans drawn up by a archicect, it has been approved by the town council, and the building inspector came out to inspect and sign off on the work. Yet Outsurance decided that the slope of the roof is not enough. ( This I was told in confidentiality as Outsurance has not given me any feedback on this)

So now the waiting game is on. Tenants now threaten not to pay as their places are not up to standard, and outsurance does not get back to me.

ANY ONE THAT CAN HELP TO GET ANSWERS????????????

Please contact me on *** so I can get answers.