No urgency and very bad service

<p>We had a lightning strike and our roof was damaged, a big hole in the roof. We had to do emergency repairs ourselves after contractors came to look at the damage, but was not prepaired to do emergency repairs. The insurance staff did not care to ensure that the loss was minimized, not their problem if it rained in and caused more damage. Four weeks later and after several repeated calls to the insurance claims department, eventually a contractor, House and Home Refurbishment came to do the repairs yesterday. The man from the company did not introduce himself and rudely told me that he will no do the repairs if I did not pay him R750 cash for the excess amount. I was flabbergasted and phoned his office to tell them. The lady who answered the phone told me that it was the insurance's policy, not theirs and I will have to go draw the cash before they commence with the work. After my conversation with the lady who answered the phone, she spoke to the man and told him to carry on with the work while I go draw the money. I left immediately and on my return the workers were gone. I phoned the company again and told the lady that the workers have left. She said she will find out what was going on and phone me back., I am still waiting for her call. After several calls yesterday and today to the insurance claims department, holding on for what felt like hours, I was told that this company cannot come back this week to do the work and that they are going to appoint another contractor. I am so frustrated, nobody is taking our problem seriously, the hole in the roof can cause untold damage to our house, but nobody cares! The cash upfront payment of the excess is unacceptable, why treat your clients like ciriminals who are going to run away with R750, it is absolutely ridiculous! If I am not happy with the work done I will have no recourse accept to complain to the insurance, who clearly will be of no help whatsoever!</p>