Incompetence when i needed the benefits on Outsurance

On 24 December 2025, my geyser burst. I logged an incident on Christmas Day, only to be informed that Outsurance only attends to emergencies. I was advised to call back on 26 December. To date, I am still without hot water. Imbazo Trading inspected the geyser and confirmed that it is still under warranty. However, I am now being sent from pillar to post regarding a reference number, which is extremely frustrating. I kindly request that you send someone to remove the geyser so that I can make alternative arrangements. Additionally, I would like a refund on my insurance, as the level of service provided has been unacceptable. Thank you for your urgent attention to this matter. Kind regards,