Complaint regarding unattended Geyser water spillage Problem

Claim No: 20/051046 Dear Standard bank home insurance I am writing to you today to explain about a bad experience I had at standard bank house insurance claims department on 24 June 2020 between 9h:00- 10h:30 am. We had pipe burst which supply water to the geyser which resulted at water spillage over the celling of shower, toilet and certain floor tiles coming out of toilet floor. The consultant who assistant us said she will provide us with two reference number, one for the plumber and the builder who will come an assess the extend of the damage and advised you on what needs to be done. Unfortunately, were given only one claim reference number (20/051046) for Plumber who did can and attend to the incident/problem. We never receive another claim reference number for builders as promised. On the 25/06/20 we started to make a follow up and lodge another claims again with home insurance department since we have not received any response from our initial first claim. I spoke to an Indian guy who promise to forward us claim reference number which never happen. On Friday the 26/06/20 we wrote and send email to team leader Annelien Herbst and Manager Vumile Njamela of claims department to intervene or to address this matter urgently. Then team leader contacted us to apologies and promise us that she will escalate this problem to senior level and get someone next week to come and fix out the problem. Again, that did not happen or materialised as we had to call again on Monday 29/06/20 to lodge the claim but this time around my phone call were dropped and put on hold for an hour until I hang out after waiting for so long. I then resorted to interact with team leader and manager through email which still did not yield/bear or any results. It is appalling to witness an employee Annelien Herbst of such a respected bank company behave in such manner. I am shocked and disappointed to have been treated in this way and believe that as a respectable company you should be made aware of your employee’s actions or conduct. I trust that this is not the way that standard bank does business and that you will mention and take appropriate action to team leader and her staff about the incident they have subjected me and my family. I am open to discussing the matter further. I sincere hope you will respond to me with solution to prevent this incident happening again to anyone. I will await your prompt feedback regarding this matter. Worried and very disappointed MT Tshikosi Tel: *** Email: *** or ***