Home owners insurance

My claim was handled very unprofessionally by your assessors. We had an assessor that replaced the geyser who was very professional but when it came to the Heat pump that was damaged in the same claim by the geyser bursting, it was handled very unprofessionally in the following manners.

1. The first assessor told my wife on arrival that he actually just knows about replacing the units he has no knowledge of the inner workings of the heat pump. 2. He started the unit and told me it was working and that it would take time to warm up the water . I then asked him what I should do if the water is still cold when I get home to which he answered I could just contact him. On my arrival in the evening the water was still cold and I went to investigate and found the compressor short cycling and tripping on internal overload. 3. I then took a video and sent it to him via WhatsApp and received no further correspondence from him. 4. The next days I was contacted by Standard bank insurance and told that according to the assessor the heat pump was working to which I rep**** that it wasn’t and the water was still cold. 5. A couple of days later a new assessor was sent to site and he found that the compressor was not working as he told my wife. 6. Then Standard bank insurance was very quiet for a long time 7. I queried the progress a couple of times and even spent a half an hour on my Cell trying to get an update to which I was told Carol is handling my claim and she would contact me before the end of the day which never happened. 8. Then my wife contacted the offices of Standard bank insurance and was told that they were waiting for the second assessors report . 9. The next day I got the email that the claim will not be paid. 10. My wife contacted the offices of Standard bank insurance again on Wednesday 31 March at 10:30 there is still no mention of the second assessor’s report on our claim only of the first assessor. We were also promised that we will be phoned back the next day by the person who will be handling the dispute. We are still waiting for the phone call. I am a Qualified Refrigeration Technician I don’t understand how Standard bank insurance can use unqualified assessors to evaluate claims and condemn equipment they know nothing about. I feel this claim was not handled in a professional manner