Terrible service Oustance and Pool Doctor Wynberg

If I could rate Outsurance 0 stars I would, between them and Pool doctor my experience has been nothing but horrific.

I contacted Outsurance in December 2021 because I had noticed that the pool's water level was literally dropping about 20cm over night. They then sent the assessor out and he advised the pump is noisy and that it's not supposed to sound like that which was to my suprise as I bought the pump just over 2 years ago. He appointed Precision leak detection and they found that the water jet was leaking a substantial amount of water which also caused the pool pump to run dry and wear out. They also found that the pump's connector is leaking as well.

They then appointed Pool Doctor Wynberg (which makes no sense to me because they are nearly 40km from us when there is a Pool doctor branch not even 5minutes from us in Bellville) , to do the jet repair, assess the noisy pool pump and change the connector on the pump . They then came out and fixed the leaking jet but failed to check the pool pump nor fix the connector leak.

The leak detectors then came out for a second time and advised that the connector was still leaking which I assumed Pool Doctor fixed when they came out. A Pool Doctor service technician then rocks up out of the blue on a Saturday to change the leaking connector only but realizes he brought the wrong part and then leaves again with no further info going forward. I then phone Outsurance again trying to figure what's going on as the policy is supposed to cover all this and the damaged pump due to the leak and they advise advise according to Pool Doctor it's the impellor and diffuser that need to be replaced

They then send Pool doctor out again for a third time and they rock up out of the blue to collect the pump to repair it and a week later they return the pump without bringing the connector they were supposed to change. They then fit the pump and the pump refuses to prime. A few days later they return again with the correct connector and get the pump working. We used the pump for barely even a week and it started getting noisy again and noticed water leaking out from the bottom of the pump which it never did before. Pool Doctor then collect the pump again and 2 days later they send me a bill for R4000 saying we are liable for this because the just over 2 year old pump which had been working all along until Pool Doctor got hold of it just all of the sudden died. I submitted a complaint about this company and when contacted they acted like they had no idea what I was talking about. I emailed the proof including quotes for a new pump or repairs that I would have to fit the bill for. After paying a R2.7k excess. When I refused to pay any money and demanded my pump back guess what the next day the pump was working after they just told me that it died due to mechanical failure

This has been going on for over 2 months now and I don't know why Outsurance did not replace the whole pump to begin with instead of taking cheap short cuts and leaving us most of the summer without a pool. The pool pump is still leaking I sent a video and follow up email twice and no response.