Bad communication

In the middle of December 2015, a geyser burst in the unit financed and insured by the bank. The tenant was desperate to have the geyser replaced asap. Because the tenant was phoning the letting agent every hour, the letting agent suggested that we pay for the geyser and then claim the damages from the insurer. <br> <br> In January 2016 we sent an email to Standard bank requesting the correct procedure to claim. By the end of January, the bank had not even acknowledged receipt of the email. We then sent a follow-up email. We are still waiting for at least an acknowledgement. We also copied the letting agent to keep them up to speed!<br> <br> We are up to date with our premiums as well as our bond repayments!