Confused, but eventually happy

I submitted a claim for a burst geyser on Friday night. The assessor initially went to an incorrect address in a different suburb. He arrived almost 2 hours after I logged the claim. When he did arrive, he inspected the geyser, which is over 2 meters off the ground outside, without using a ladder in pitch dark conditions. He reported back that the geyser was out of warranty and I was liable for all costs and left - 5 minutes after arriving. The Outsurance consultant requested I log a new call in the morning when the Claims department will be available. I logged a new call and was assisted by Florah this time. Floral sent a different service provider as per my request. Imbazo came out this time. The gentlemen requested for an invoice for the geyser, because the sticker with the geyser details had fallen off. I was unable to find that but remembered around the time the geyser was installed. I asked Florah to check my previous claim and she found that the geyser was still under warranty. Imbazo replaced the geyser lowering my very high stress levels. Between Florah Dilgole and Imbazo, this rating was elevated from a 1 star to 4. Perhaps the late shift on previous night was too tired - I don't know. But thank you, Florah! You can teach the team a thing about Customer Service.