PSG - Is this a ghost company because no one is available?????

Good Day

What is going on here?
This is the email I received from Malebo:

Payment made to insured effective from the 15/12/2021, awaiting authorisation.

Claimed amount: R5 000.00

Less Excess: R500.00

Total pay-out: R4 500.00

How should I replace the washing machine with the same washing machine I had, and for which I paid insurance, with the above amount just because you ASSUME that it was WITHOUT ANY DOUBT due to power surge just because the tech report says it COULD be so.

A technical person must come to my house and check the washing machine and prove WITHOUT ANY DOUBT that the washing machine's motor broke down due to power surge and not due to age.

Do I have to work through the Ombudsman ONCE AGAIN and walk the same path with you AGAIN just because you choose the easy way out instead of what is morally right and what the client paid for?

I await your feedback. This is ridiculous to say the least!

Good day - I received no phone call from your claims department. I did however receive a payment of R4500 on the 15th of December ???? I called PSG on Monday the 20th of December to find out why R4500 had been paid into my account as the feedback on Hellopeter clearly states (Apologies, there seems to have been a misunderstanding). I once again explained to Malebo that you can not ASSUME that the washing machine broke due to power outages. The washing machine is already 20 years old. Her feedback on this was that they would have to send out another technician whereupon I informed her that PSG could do so at ease as they are only making ASSUMPTIONS. Then directly after she said this, she told me that the claim had been referred to another department and that she would call me back later the day. I'm still without a washing machine since the 3rd of November and once again I have to 'fight' so that PSG does what's right, but apparently, it's asking too much. As long as the client pays a premium every month, PSG is happy. However, as soon as the customer submits a claim then PSG's customer service and what is in their contracts falls through the carpet. Why do I have to go through this again (twice in one year)???

How dare you close this claim!!! This claim was by no means settled. The fact that you paid R4500 into my account because you ASSUMED that the washing machine broke due to power surge does not settle this claim. To make matters worse, I just received an SMS saying that I did NOT pay my premium !!! My premium on this policy is 100% up to date and is paid by debit order. I contacted the claims department and they then referred me to your customer service center where I had to hear that PSG had tried to contact me to suggest that I add accidental cover to my policy. Why? Does PSG think I might have thrown the washing machine around? What the hell does this have to do with this claim? This claim is covered under household content for which I pay R530,27 per month !!!

Malebo promised to phone me back on Monday already - I'm still waiting