Poor Service

We realised that there was no hot water on Monday night 10 July 2023 so first thing Tuesday morning at 8am (11/07/2023) we contacted Outsurance, as we assumed it was the geyser, to submit the claim. Outsurance informed us that the plumbers would be at the house within 3 to 4 hours, they only arrived at 16:45 and told us it was the pipes and not the geyser and a new quote would need to be done. I spent all day on Wednesday (12/07/2023) phoning Outsurance every hour to get feedback (as they don't see it necessary to provide feedback to the clients). Only get told that they are waiting for the quote from the plumbers... I contacted them again at 3pm to find out what's happening and they finally received the quote but now have to wait for the assessor to approve it and it can take anything between a day or 2. They said they will probably repair it on Friday (14/07/2023). In the meantime we have to be almost 5 days without hot water.... I am extremely dissapointed with the service received from Outsurance, we always used to get such excellent service. Not anymore... Time to search for a new insurance company.