Outsurance. 7 days and counting with burst geyser

Our geyser burst on the night of the 13th of December. We reported it that morning which was the 14th of December.

Outsurance notified Sanjax Building Projects who are their registered contractor and about an hour later their representative had arrived. They informed us that they cannot do any repairs as they were here to access the geyser an report back to Outsurance. Upon their investigation of the geyser serial number it was discovered that the ***ser was still under the Kwikhot 5year manufacturers warantee. They told is that they cannot do any repairs and we will have to wait for the Kwikhot plumbers to arrive. After our calls to Outsurance they assured us that the Plumbers will arrive that afternoon. 2 days had passed and after numerous call to Outsurance we still waited for the Kwickhot plumbers to arrive. On the 17th of December we called Outsurance once again to query and was told that they could not get a hold of anyone from Kwickhot to follow through with their inspection of the geyser. Around midday we were told that we can expect a visit that afternoon. That unfortunately did not happen. We called again the following day and still no one arrived.

We called today again the 19th of December and finally the Kwickhot plumbers had arrived. We were now informed that the previous contractor who installed the geyser had not used the correct pressure valve and they cannot honor any warrantee claim towards the geyser. The previous contractor was in fact Sanjax Building projects who installed it about 4½ years ago.

We called Outsurance once again and informed them of the findings if the Kwickhot plumbers. We were told that due to the error on the contractor not following the correct specifications initially, they will be now held responsible for changing the geyser at their costs. We were then told the the contractor will only be able to come through and attend to the geyser in 4 days time as they are extremely busy

We are already 7 days in without hot water in a house with 5 adults and a young child. We had guests over these past few days and they had to endure the painful exercise with us of making water hot by the kettle and pot. To make matters worse we are expecting more guests in the coming week.

With the extended timeline we will be without hot water for an approx 11 days or more.

The burst geyser also damaged the downlight fittings, ceiling, counter tops and the cupboards. Making water hot by the kettle and pot for 7 adults is no joke. Is this the don't care attitude we must endure by outsurance and their contractors. We are paying in excess of R10 000.00 in monthly premiums only to get sidelined and ignored by Outsurance.

I hope this message will reach the relevant persons for promt and swift assistance as this type of response from Outsurance call center and parties are not acceptable.