Outsurance (Lungisani Matyolo) misled and **** to me.

Around Jan/Feb 2025 my geyser broke. Contacted Outsurance, they sent out a plumber, said geyser must be replaced, cannot be fixed. Contacted Outsurance again and explained that i cant have it fixed now as i dont have the money for the excess. They said i have up to six months to claim, if i so wish to. We soon realized that we have an outbonus due in the coming weeks and my husband proceeded to make contact with outsurance to find out how will claiming later on for this geyser affect the outbonus payout that we were about to receive. The consultant told my husband that it wont affect the outbonus and that the two are separate issues. We then receive our outbonus in Feb, and at around May 2025 we now have money for the excess and we decide to have the geyser fixed. When contacting outsurance they explain to us that in order for them to fix our geyser we have to pay back the outbonus we received earlier that year. We tried to get the consultant to explain to us why this is now the case since my husband was explicitly told that the two are separate matters. Long story short we requested that they send us all the recordings pertaining to the conversations we had, especially the one my husband had with the consultant telling him its two seperate matters. They sent every recording except that one. We then decided to have our geyser rather fixed privately because outsurance was clearly not going to resolve this matter in time. I was due to give birth a few weeks later and with winter coming up we couldnt still wait for outsurance to try and resolve this matter. We also decided we will rather leave outsurance and join another short term insurance coming. I proceeded to cancel my policy with outsurance i even got quotes at another company and was happy to proceed with them. Obviously now outsurance wants to retain my business and my husband and i receive a call from a man name Lungisani Matyolo. After explainnig to him why we wanted to leave and that our minds were made up, we are leaving, he insisted we stay based on the fact that he will correct the situation. I then having a soft spot for Lungisani's seemingly sincere efforts i decide to give him the opportunity to fix it. He came back to me on several occasions stating that he had meetings with various of his managers and that they all agreed my husband and i were correct that they will re-imburse us for the costs we spent on replacing the geyser (Total cost of geyser + labour - excess). He promised me on several occasions that outsurance will pay me for the difference spent on replacing my geyser. It has been nearly two months and no payment has since been made. Lungisani promised that i will get my money back because they have established that i was correct and that the consultant who spoke to my husband was in error, therefore outsurance will re-imburse me for the difference. Now Lungisani is coming back to me again saying i must pay back the outbonus before they re-imburse me. He never said this with our several initial conversations. He blatantly **** to me and strung me along when all i wanted to do was leave outsurance and join another company. Lungisani Matyolo and Outsurance are really just ****s and in it for the money not the client in this regard specifically. I have had it with the entire group and will be approaching the Ombud for short term insurance because of the misleading information given initially to my husband and then about the lies promised by Lungisani Matyolo. We have had enough of their empty promises and blatant lies.