Urgent Escalation of Claim HLB/2025/416134 – Immediate Assistance Required

I am writing this out of frustration and desperation regarding my claim for a leaking geyser, logged on Friday, 8 August, with claim number HLB/2025/416134, registered by Precious On Saturday at 9:00 AM, I called the insurance company to follow up, as I was promised a 24-hour turnaround time. To my shock, the appointed service provider , was found to be unqualified to work with solar geysers—something I had explicitly mentioned when registering the claim.

On Sunday, another service provider, (Pty) Ltd, was appointed to assess the damage. Their assessment concluded that both the geyser and solar panels require replacement. A detailed report with costing and photos was submitted the same day.

However, by Monday, 11 August, I had not received any assistance. Upon following up, I was informed that Team Leader has not approved the claim for reasons known only to her.

I have already missed three days of work hoping for resolution, and the water continues to leak. Additionally, I was informed that water loss is not covered by the insurance, which is concerning given the circumstances.

As of today, 12 August, I am still awaiting approval and assistance from the service provider. Call center agent Kamogelo assured me that this matter would be escalated urgently to Team Leader Tshegofatso.