Complaint

My name is Liz Abrahams. On 1st September I reported a roof leak in my bathroom to PSG Assist. A service provider was sent the same day and it was discovered that a burst pipe had to be replaced. We were told that the company had to refer the matter back to PSG for authorisation. Freddy from PSG Assist phoned us to enquire if the problem was solved and we told him what the service provider has said. We heard nothing from them again and we phoned again on 8 September and spoke to Lorraine who told us that the claim should be solved within 3 days. She sent the claim forms to my daughter and we told her that we would only get the forms by the 13th. However, she would process the claim in the meantime. When I called today, 14 September, I was transferred to a person who deals with new claims. This person transferred me to another department and the call was cut off. I was not called back.

I am just an ordinary pensioner struggling to pay my insurance premiums and cannot afford to spend a lot of money on cell phone calls. I do not want an apology, I just want my problem solved. To me it seems like the area where I live is the problem here.

I've been a client of PSG since their inception and this is bad service is unacceptable.