THIS HAS BEEN THE WORST SERVICE I HAVE YET EXPERIENCED

I wish I could give a -50 rating!

After being sent around in circles trying unsuccessfully to register a claim to replace my rusty geyser, I finally had to replace it at my own cost when water started running out of my light fittings early one morning.

Because I no longer needed to book your contractor to replace the geyser, I was now able to register the claim online, but waited a month before there was ANY communication—and then the communication only happened after registering a complaint online.

Suddenly, after the complaint, I received a text confirmation of the claim being registered that day (1 month after my initial registering of the claim online ).

After receiving the notification that the claim had now been registered, I received a text from an Elaine, telling me that she would be assisting me—no contact details were given.

On the same day, I also received two other text messages telling me who the assessors would be. The assessors were great. They responded on the same day and the assessment was done within a couple of days.

No further communication from Elaine.

I then registered a second complaint online.

Suddenly Elaine tried to call, but I was not able to take her calls at that time. She sent an email telling me she had tried to call, and stated the reason for her call. She asked that I return her call, but did not provide a contact number.

If Elaine's the person who supposed to be assisting me, what's the point of calling the general Customer Services and speaking to a different consultant?

However, not having any other contact number I called the customer service line, but eventually had to terminate the call because of the high-call volume.

So instead of talking to her, I rep**** to Elaine's email, answering her question that she posed in the email, confirming that I was not claiming any other damages other than the geyser replacement, and asked her to call me if there was anything else she wanted to know.

I have not heard a word from her or, anyone else, since that email.

I have lodged a third complaint online, but there has been no response to this.

It is now a full month since the assessors were at my home, and two months since the claim was registered.

This morning I went onto your website to see the status of my claim, only to find that there is now a new website and I had to first re-register onto that site as my login details were no longer valid for this new site, not to mention the list of arb questions before being granted access to my account.

On finally gaining access to my policy, I notice there are now NO CLAIM DETAILS on my account?? WHAT HAS HAPPENED TO MY CLAIM?

And assuming the claim has not been lost in transit, WHEN IS THIS CLAIM FINALLY GOING TO BE FINALIZED?? Claims normally take around 24 hours before being paid out—I have been now been waiting 2 MONTHS!

I have to say this has been the worst service I have yet experienced, especially in the light of the fact that this is only the second claim in decades of being a client.

It's a poor show. And please don't blame covid.