New geyser claim ( I informed them that I have a solar panel and a heat pump attached)

complaint : after several attempts I still do not have hot water above 50 degrees and a loud spluttering when the hot tap is used. Below are all the e-mails sent.

From: Mervin Timm [mailto:***] Sent: 18 September 2020 09:52 AM To: '***' <***> Cc: '***' <***> Subject: FW: Poor service..Claim No: 20/072819 Importance: High

Good day , The problem has still not been sorted out , What’s the next step. The plumbing company also had the Kwikot agent to do an adjustment but no improvement. The period is not acceptable. Please advise .

Just to inform you I have also made contact with the ombudsman.

I eagerly await your response.

Kind Regards Mervin Timm ***

From: Mervin Timm [mailto:***] Sent: 15 September 2020 09:47 AM To: '***' <***> Subject: FW: Poor service..Claim No: 20/072819

Good day , The plumbing company people are coming out again today to rectify the problem , Hopefully this time they will succeed .

Kind Regards Mervin Timm ***

From: Mervin Timm [mailto:***] Sent: 10 September 2020 12:13 PM To: '***' <***> Subject: FW: Poor service..Claim No: 20/072819

Good day Mrs Goodoon , I trust that this mail finds you in good health , Just a update, The pluming company guys were here On Tuesday to replace a water mixing valve. I left it for a day just to monitor, the system is a lot better , but not as it was before. I liaised with them today and they would get their top technical guy to make contact with me.

Kind Regards Mervin Timm ***

From: Mervin Timm [mailto:***] Sent: 07 September 2020 01:41 PM To: 'Goodoon, Debbie D' <***> Subject: RE: Poor service..Claim No: 20/072819

Good day , Could you possibly arrange that the photos be forwarded to me that the guy took when they did the assessment. I would be happy if they would connect the piping as it was before …………That routing worked for +- eight years without issues.

Kind Regards Mervin Timm ***

From: Goodoon, Debbie D [mailto:***] Sent: 07 September 2020 01:27 PM To: Mervin Timm <***>; Buthelezi, Prince P <***> Cc: ***; SIL Communications <***> Subject: RE: Poor service..Claim No: 20/072819

Good day Mr Timms

I have spoken to the plumbers to arrange for them to come back out to your property. Prince will follow up urgently and provide feedback to all.

Debbie Goodoon Standard Insurance Limited, Team leader Tel: +27 (0) 860 123 444 /+27(0) 10 ***/ www.standardbank.com

For escalations, please contact: Manager: Pontsho Moeketsi /+27(0) 10 *** / Ponts********

From: Mervin Timm <***> Sent: 05 September 2020 03:59 PM To: Goodoon, Debbie D <***> Cc: *** Subject: FW: Poor service..Claim No: 20/072819 Importance: High

Good day , Mrs Goodoon, with regards to the work done on Wednesday the 2nd. The temperature from the hot tap is not as it was before. I can literally keep my had under the hot tap, although the temp gauge reads 57 degrees . Furthermore I had a plumber inspector look at the pipe routing and it was found to be incorrect, he would forward a diagram on Monday . He had also asked me for a certificate of compliance, which I was not issued . I respectfully request that the matter would be rectified as soon as possible, or I would have to engage the services of a company that could resolve the problem and forward the bill to Standard Bank. PS: Your CE company ( customer experience..Ipsos ) also called me for a rating on the service rendered, at that stage I declined to comment.

Kind Regards Mervin Timm ***

From: Mervin Timm [mailto:***] Sent: 03 September 2020 12:12 AM To: 'Goodoon, Debbie D' <***> Subject: FW: Poor service..Claim No: 20/072819 Importance: High

Apologies , forgot to attach the proof of payment.

Kind Regards Mervin Timm ***

From: Mervin Timm [mailto:***] Sent: 02 September 2020 08:57 PM To: 'Goodoon, Debbie D' <***> Subject: FW: Poor service..Claim No: 20/072819 Importance: High

Good evening , Thank you for your assistance regarding my claim Please find proof of payment as agreed.

Kind Regards Mervin Timm ***

From: Goodoon, Debbie D [mailto:***] Sent: 02 September 2020 12:39 PM To: Mervin Timm <***>; Buthelezi, Prince P <***> Cc: ***; SIL Communications <***> Subject: RE: Poor service..Claim No: 20/072819 Importance: High

Good day Mr Timm

I duly note your concerns raised. Please note we are in contact with the service provider and will advise shortly.

@Buthelezi, Prince P please contact the insured as per our discussion and provide further feedback.

Kind Regards

Debbie Goodoon Standard Insurance Limited, Team leader Tel: +27 (0) 860 123 444 /+27(0) 10 ***/ www.standardbank.com

For escalations, please contact: Manager: Pontsho Moeketsi /+27(0) 10 *** / Ponts********

From: Mervin Timm <***> Sent: 02 September 2020 10:32 AM To: Goodoon, Debbie D <***> Cc: *** Subject: FW: Poor service..Claim No: 20/072819 Importance: High

Good day , Up to now I have not received any response from your company , do I contact the ombudsman or Spread this poor service on social media . This is ridiculous service. I would appreciate a response as soon as possible,( with regards to the delay.)

Kind Regards Mervin Timm ***

From: Mervin Timm [mailto:***] Sent: 01 September 2020 01:18 PM To: '***' <***> Cc: '***' <***> Subject: Poor service..Claim No: 20/072819

Good day With regards to a geyser claim that was logged on Friday the 29/082020 at 9.50 am , I could understand that Up to now I still don’t Have the matter resolved . I made numerous calls to your claims department and your service provider ( plumbers ) with no concrete results. Could you please get this claim resolved as soon as possible. I am sure that you would also not be satisfied with not having hot water for this period of time, furthermore just to add ,my debit order goes off every month without fail and there was never a problem not having sufficient funds in the account.

I would appreciate a call in this regard. PS: Your service providers Came to assess the job within a hour of me making the call on Friday.

Kind Regards Mervin Timm ***