UNHAPPY

On the 4th May we had a geyser burst, logged it at 10am. Chad Oswan called and asked us if we have our own plumber, we initially said yes then immediately told him to rather send one. He then said a plumbing company will contact us. At 15:30 I contacted our broker and informed him no plumber has contacted us yet, at 16:18pm i emailed Chad and no response. We then got a call at 17:38 not sure the lady name but she said that claims department has left at 13pm and they never completed the claim we must wait till Monday. She called again 17:50 saying that the service provider that was allocated cancelled at 3pm.She called again 18:31 and said a plumber will come but they will only come and replace it Monday, I informed her it will be to long as I have kids and a old lady in my house and that I will replace it on Sunday with my own plumber. Eventually a plumber came out to isolate the geyser after us complaining that the water is running since the morning. Plumber came and isolated the geyser and said he would await insurance instructions to isolate the geyser. He said that on return he will have to relocate the geyser due to the fact that the work area was too small. He then took pictures of the new area where he was going to install it and left. We then installed the geyser on Sunday, On Monday the 6th I emailed Chad and told him that their plumber came out at 9pm on Saturday and that the lady we spoke to said he never completed the claim. I then sent him the invoices. I then got a break down from Chad saying that they will only pay for the cost of the geyser and half the plumber invoice as they not paying for the relocation of the geyser. We then explained to Chad why it was relocated. He then said that he contacted our plumber but he never contacted the plumber Outsurance sent out. Only after we asked him why he never contacted his plumber did he then call them. They confirmed that they too had to relocate it due to the work space being small. I am at a unfair disadvantage due to the incompetency from your side. Please look into this. We were sent back an forth, no honesty, staff have no way of being sympathetic to our situated. Chad on his last call rather found the need to want to argue than to make us as clients happy. We got paid out only R4000 the amount didnt even cover the geyser cost not even half of what we spent! I think its unfair cause Outsurance messed up. We recently moved all our insurance over to Outsurance even though we paying more than our previous insurance company and this is what we get. (***/OT***)