Very bad service

Worst service ever, we did not expect this from OUTsurance. We had an incident in which the geyser ruptured at the top, spraying water onto the ceiling. The ceiling collapsed due to water accumulation in the room, and the room was flooded. This was reported on the 7th of January 2026 to OUTsurance, the claim number (***). They only fixed the geyser, but so far, nothing has been done about the rotting carpet. They said the ceiling will be done on the 5th of February 2026. It's really bad, the smell is horrific, and the hot, humid air in Mpumalanga is making it way worse. We have called OUTsurance multiple times to explain the situation, and they say they will get back to us. So far, nothing. It's my dad's house, and he is wheelchair-bound and is very sick. Not cool, OUTsurance, you are failing your elderly client, who is a dedicated customer. It's been nearly a month now since this case was opened. The next step is the ombudsman.