Incorrect assessment and no repairs four months later

We put in a claim on the 11th of December 2017 for water dripping from our ceiling. We advised the claims consultant that there was a big storm that weekend so we think it might be that but we are not sure. Outsurance sent out an assessor during that week, he did not get on top of the roof or climb into the roof, he just looked at the ceiling damage and left. Outsurance contacted us thereafter and advised that one of their contractors would be sent out to fix the ceiling. We then received an endor*****t letter stating that future claims related to roof maintenance would not be covered. On Friday the 15th of December there was dripping from the ceiling again at the same spot. We switched the water off and contacted the insurer again. They sent out a plumber who advised it was in fact a leaking pipe at the geyser which had caused the dripping. We paid the plumber to repair the pipe. The next day, now Sunday the 17th the leaking started again and water was now running profusely. We called the same plumbers who had come out the previous day and they advised the geyser had in fact burst and needed to be replaced. We paid the excess and they replaced the geyser. The consultant at Outsurance at this stage advised that the incorrect assessment with regards to the roof would be sorted out. Outsurance sent someone out to do the measurements for the ceiling repair in December and the contractor advised they would do the repairs to the ceiling in January due to the holiday season. We are still waiting for our ceiling to be repaired / replaced. We have contacted Outsurance numerous times to follow up on the repairs and they keep saying they will call us back but they do not.

Also, we followed up on the removal of the endor*****t on our policy with regards to roof maintenance, as that was definitely not the cause of the leak and the assessor did not even look at the roof or try to figure out where the leak was coming from, and we were told that we should speak to the assessor. It should not be our responsibility to get the assessment or our policy corrected. Outsurance appointed the assessor, they should sort out the problem, remove the endor*****t, and make sure that the assessor does proper assessments in future.

We received excellent service from Outsurance in the past and would always recommend them to clients looking for building cover. We will definitely not be doing so in future as we are still waiting for a resolution almost four months later.