Geyser Replacement - Bad Service

On the 20 November I logged a call with the Claims Department using my phone. Moomoo Plumbers were sent to investigate the damage.

His first comment just after accessing the trapdoor was that if it is a geyser burst it will be too much work to replace, he also borrowed my stepladder, however he will do it. His confirmation was that it is a Geyser burst, he will write a report and the geyser will be replaced. Claim No. 23/095490.

Standard Bank Insurance did not give me feedback until a made a follow - up with my phone on the 24 November 2023 and was advised that the report states a technical matter which makes me not compliant and not a geyser burst and the Insurance does not cover that, instead I must find my own service provider to replace the geyser but the Insurance will pay for the geyser amount and deduct fees for MooMoo Plumbers. At the same time when I called MooMoo Plumbers, the Plumber says he told Standard Bank he does not have a skill to sort out the damage. I immediately called an independent plumber, (Plumbtech) to assess the damage, who confirmed that the leakage is coming from a geyser burst and there is no magic required to be performed except replacing the geyser. He confirmed that what is required is a basic geyser replacement of which I paid a call fee. Plumbtech just assisted in another geyser claim 4 weeks ago after being without hot water for 6 months after been sent from pillar to post and they were referred by Standard Bank insurance. I suggested the plumber to their consultant however she chose to sent Moomoo again on the 1st Nov 2023. After a long wait in the afternoon I was called by Starplex Plumbers instead and they came to assess my geyser on the 2nd of November. Starplex confirmed that I have a geyser burst and it must be replaced. it is the 7th December and my geyser is not replaced yet. Standard Bank (Palesa Maduna: ***) mailed me a message that they are closing the call. I rep**** that my geyser is not replaced yet and I am not getting any response from them. *** is supposed to assist and I have not heard from them since.

The consultants are able to call me but when I call them they are unreachable.

I haven't had water for the past 2 weeks and I have been with Standard Bank Insurance since 2004 and I have been paying my insurance religiously.

This complain was emailed to management as well, *** and ***.

Regards