Great in collecting, poor in execution

Our solar geyser burst late afternoon on Thursday the 5th of August 2021 and I contacted PSG Insure @ 08H05 on the 6th of August 2021 only to be sent to pillar to post and after 10 minutes the call just dropped. While being transferred I asked why am I being send from on agent to another, the reason given to me was that their staff are working from home..... At 08H57 I contacted them again only to be advised that I must contact another contact centre (PSG Assist), at least this time I received good service from a Mr Grobelaar and a gentleman named PK (thanks guy's). I contacted PSG assist and they helped me, the lady that assisted me were very professional and tried her utmost best. The plumbers came out the same day to do an assessment and left our house just before 14H00 and since then we had no contact from the insurance company. When I contacted the PSG insure this morning the IVR informed me that I should contact PSG Assist. I did that only to ascertain that PSG Insure must approve the quote and that can only be done on Tuesday the 10th of August 2021 as they only work office hours and no emergency or afterhours contact numbers is available. To put it into perspective the City of Cape Town has an emergency contact number and they were able to repair a broken electrical cable at 22H00 at night.....

This is not the type of service I suspected we would receive from a private company, taking into consideration that this is our first and only claim since joining them in 2001. I realise that their finance department are willing to take your debit orders over weekends and public holiday's but do not what to approve your repairs over weekends and public holidays....