Problems with claim: not resolving to reopen previous claim or lodge a new claim

<p>On 16 November 2016 at 9am a claim was lodged for a burst pipe at my tenant's house. At 7.15pm no plumber was send out to attend to the problem. The plumber only arrive on 17 November at 2pm after I made several calls to them. </p> <p>On 26 February 2017 the pipe burst again. According to the plumber it was a new leak. A new claim was lodged and I paid access fees for a second time.</p> <p>On 02 April 2017 the pipe burst for a third time. My call was answed at 11am by the emercency operator. She could not send the plumber, because they were not available. However, I was assured they would give the matter urgent attendtion the next morning. She did not lodge a new claim, because the attending plumber had to report back to the insurer. I was told to use the same claim number as in February. I then phoned the plumber, who did take my call. She said she will call me back, but did not do so.</p> <p>My tenant phoned the plumber on 3 April and was told we need to lodge a new claim, because it was a new leak. The plumber has ,however, not been to the house. At 1.25pm I again called the insurer and I was thet have not received a claim and ,therefore, have not send a plumber to attend to the burst pipe. The consultant was not sure if she should lodge a new claim and told me se needs to speak with her manager. She would have called me back. At 4.15pm I again called the insurer and this time the consultant told me the claim has been cancelled due to it being a duplicate. He said no manager was available to help me. He was also not sure if a new claim could be lodged and needs to speak with his manager, but assured me he will call me back by tomorrow at 10am.</p> <p>My tentants have already been without water for more than 24 hours. By the time the insurer will get back to me, they will be without water for nearly 48 hours. Our February water account is R3475 because of the leak. There is water restrictions as well. I have also send an email to query if we could claim the water account, but have not received a reply yet. </p> <p> </p>