Me and my family ate a soup with worms and spider web like material and pick n pay said it's not liable for that even though I bought the soup packet from them,

product that I had reported as potentially contaminated. 8. THE IMPACT ON MY FAMILY I also want to make it very clear that not going to hospital does not mean that the incident was insignificant. My family had consumed the product. The children had consumed it. A pensioner had consumed it. Thankfully, nobody suffered a medical emergency requiring hospitalisation. My mother, who is a pensioner, vomited afterwards. The children experienced a brief episode of diarrhoea a day or two later, which stopped. I am not claiming that these symptoms were medically proven to have been caused by the soup. I am simply recording what happened. But the absence of serious illness or hospitalisation should not be used to suggest that the food-safety incident itself did not happen or that the matter should therefore be treated as insignificant. We were fortunate. That is the way I see it. I am grateful that my children did not become seriously ill. I am grateful that my family did not end up in hospital. But the fact that nothing catastrophic happened does not mean that there was no serious risk or that I was unreasonable to be frightened. As a mother, I should not have to wait for one of my children to become seriously ill before a food-safety complaint is considered serious. 9. THE WAY THE MATTER WAS HANDLED ADDED TO MY DISTRESS The incident itself was frightening enough. What made it worse was the way the complaint was handled afterwards. I felt that I had to fight to get Pick n Pay to take the matter seriously. I had to repeatedly call. I had to repeatedly explain. I had to repeatedly provide photographs. I received different instructions from different call-centre agents. I had to push for management involvement. I had to request written communication. Even after the matter reached the regional manager, I still had to wait for a response. This was not a simple one-day complaint that was resolved immediately. It became a prolonged ordeal. 10. I ASK THAT YOU REVIEW YOUR CLIENT'S OWN RECORDS Since you are acting as the insurance broker, I respectfully ask that you do not rely only on an invoice to assess my claim. Please ask Pick n Pay to review and provide access to all records relevant to this complaint, including: My original complaint; All WhatsApp conversations with me; All Pick n Pay WhatsApp chats; All emails I sent to Pick n Pay; All photographs I submitted; All complaint notes; All internal escalation records; All communication between store management and regional management; All records relating to collection of the product; All records relating to the investigation; And, importantly, the call recordings and/or call-centre records of my conversations with Pick n Pay. I specifically ask that the call recordings be reviewed because they will demonstrate how many times I contacted Pick n Pay, what I was told by different agents, whether I was promised callbacks or collection, and how inconsistently the matter was handled. You can compare the different call-centre conversations and see for yourselves how many times I was required to follow up before I could get meaningful assistance. I am asking you to look at the entire history, not just a receipt. 11. WHY I AM CLAIMING R20,000 The R20,000 is not the value of the soup. It represents the compensation I am seeking in light of the complete circumstances. There is no invoice for the fear of knowing that your children have eaten food in which you later discovered a worm. There is no receipt for the anxiety of wondering whether your elderly mother or your children might become sick. There is no invoice for the emotional distress caused by repeatedly contacting a company for assistance. There is no receipt for having to keep the product in your cupboard for more than a month while waiting for collection. There is no invoice for repeatedly reopening the product and taking photographs. There is no receipt for the frustration of being given different answers by different call-centre agents. There is no invoice for having to fight for the matter to be escalated. These things happened even though they cannot be reduced to a receipt. I am not saying that my family suffered a catastrophic medical injury when, fortunately, that did not happen. I am saying that my family consumed a product in which foreign matter was subsequently discovered, and I then went through a prolonged and distressing process trying to get the retailer to properly address the matter. The fact that we were fortunate enough not to require hospitalisation should not erase the seriousness of what happened. 12. FINAL REQUEST I therefore respectfully but firmly request that my claim be assessed based on the complete circumstances and evidence, I cannot provide an invoice for R20,000 because that is not what I am claiming. I am asking for compensation arising from the entire incident and its consequences. I also ask Pick n Pay and its insurer to consider what could have happened if the situation had resulted in serious illness, particularly given that children and a pensioner had consumed the product. We were fortunate that the situation did not become worse. But I should not have had to experience this level of fear, frustration and emotional exhaustion before my complaint was taken seriously. I reported the matter immediately. I preserved the product. I cooperated with the investigation. I repeatedly contacted Pick n Pay. I provided photographs. I waited. I followed up. I asked for managers. I asked for written responses. I fought for escalation. All I wanted in the beginning was for someone to properly listen to me and take the food-safety concern seriously. Instead, I felt as though I had to fight every step of the way. I therefore stand by my compensation claim and request a proper written response addressing the full history of this matter. Please also confirm that the relevant call recordings, WhatsApp conversations, emails, complaint records and internal investigation records will be reviewed before a final decision is made.