Shocking Service

<p>I had water leaking out of my roof and wall over 2 months ago. I called Standard Bank Insurance and had a great response logging my claim. The plumbers arrived timeously and came and "fixed" the problem. There was still water dripping but I put that down to the fact that there was a pool of water in the ceiling which needed to drain still. Well, after some time I saw it was still leaking and I called SIB again to advise them the problem is not fixed. They sent the original plumbers who said they have fixed what they were supposed to fix and there is not a problem on the work they did and that I must log another claim and that now I will need leak detection and they don't do this. Well in my mind, this is wrong so I called SIB and they said the same thing and the consultant said that if there is more damage to the same pipe then it must be multiple claims. This is ludicrous. There is one issue... my roof and wall is leaking due to one long pipe that is damaged in and out the wall. Just because I may have 20 holes in the pipe should I submit 20 claims????? Well in a nutshell she evaded the discussion and I said that she must please not log this as a second claim and that someone in a senior position must contact me. She said she will contact the plumbers and ask about it and get back to me - but nothing.... And at this stage my roof is still leaking and I cannot afford to have the damage progress so i tell her to please continue to send someone as the problem needs to be resolved otherwise resultant damage will be worse. She sends another plumbing company and I must pay a SECOND excess otherwise they won't do the work so I pay AGAIN. So the second plumbers seem to have fixed the problem, walls broken into to replace the pipes as they were extensively damaged throughout. The plumbers sent the report back to SIB and SIB did not allocate the builders to look at the damage for 2 weeks and only when I have to nag and follow up does this happen. So the builders come to quote and send the quote back to SIB and there is once again another week long delay for them to approve it and only when I make a call do they actually approve it. The builders call me to make an appointment to do the work and they tell me it excludes the electrical and cupboard damage and after all this time I have not realised that this is separate as no one has advised me. The builders are scheduled now but the cupboards must be removed so that they can skim the walls behind it to deal with damp damage. I seem to be expected to be a building project manager here. Today I called SIB to say that nothing has been done on the cupboards and electrical damage and they say they have not allocated anyone and when the guy looks on the system they have no contractors on their systems to allocate the work to. This is so tiring and this is the worst service ever experienced by any company ever and this has forced me to lodge this complaint on Hello Peter!!! I am most definitely changing insurance companies after this is done. This is not the first time this kind of a fiasco has happened on a claim I have logged and I have spoken to other people who have experienced similar problems. Today I explained to the guy that I want this sorted and I want the issue on my double claim query escalated and he says I must call another number ie Complaints Department. Sigh.... no one takes ownership of anything there. I was also told by a friend that each claim has a "Claims Handler" which no one is actually aware of because the system is so broken. I have wasted so much money and time making telephone calls to SIB and I am so frustrated and I am hoping that this story gets somewhere.</p>