Unresolved claim

Subject: Feedback on Geyser Replacement & Service Provider Concerns After much frustration over the past two weeks, the issues with the geyser have finally been resolved. However, this experience has highlighted significant shortcomings in the workmanship and oversight of the original geyser replacement, which was done in November 2023 as part of an insurance claim handled through Santam. It became evident that the initial installation was not done properly, with several hidden or non-obvious faults only surfacing recently. This situation underscores the need for insurance providers—such as Santam—to thoroughly screen and vet the service providers they appoint to handle insurance claims. Over the past two weeks, during numerous back-and-forth emails, I gained visibility into the invoicing and reports exchanged between the service provider and Santam. This transparency proved necessary, particularly because some components were still under warranty with Kwikot, who required documentation to verify the purchase date and validate the warranty claim. While reviewing the documentation, I noted that the report from the original geyser replacement—carried out in November—included a section for client sign-off, which the plumber failed to complete. My signature was never obtained, despite the form requiring it. This raises further concerns about the professionalism and process followed during the initial job. In addition, we discovered that the plumber had invoiced for replacing the non-return valve of the original geyser system. Given that the property is older and not a fully balanced system, the non-return valve is a critical safety component. However, it became clear—through inspection by a Kwikot technician and tracing of the plumbing—that the valve had not actually been installed, despite being billed. Eventually, after two weeks, the non-return valve was installed by a different plumber appointed through Santam. During that installation, he discovered another issue: the drip tray piping from the previous geyser replacement had not been glued and was left loose. Thankfully, the attending plumber was able to rectify this as well. In summary, the original installation was substandard, both in terms of workmanship and safety. These oversights could have had serious implications, and it's only through persistence and external inspections that they were caught and addressed. I strongly recommend a review of the service provider involved to prevent similar issues for others in the future. Going forward, in my case, any artisan, technician, or service provider attending to an insurance claim will be required to show their credentials or qualifications to me directly—unless Santam is able to provide proof of their competency in advance. A plumber arriving in a beat-up car with a geyser on the back seat will not be allowed to perform such critical work. While I understand that everyone deserves a chance to work, critical repairs like these demand a level of professionalism and accountability that cannot be compromised.