Feeling Let Down by Bryte Insurance

So our complex Brushwood is insured with Bryte Insurance Company and we have to go through some broker called TI Brokers who are never keen to assist clients on anything. I am currently away, overseas, on business and my tenant has had a burst geyser. One would expect that a burst geyser is an emergency, right? It doesn’t appear to be so with TI Brokers who will send you the same plumber guy, year after year, after year, Rudelle Schoeman of RJD Plumbing. This guy comes on site and makes all sorts of demands for him to proceed with repairs to a burst geyser problem. Firstly he needs his excess amount paid upfront, immediately, before he even starts to anything on site. Secondly, he asks for additional money in order to make renovations to our place so that he can get to fix the geyser. He wants R1,500.00 for excess, which is maybe fine to ask for that excess money but then needs another R1,667.00 in order to fix the trap door. So before you know it we have to pay Rudelle Schoeman over R3,100.00 in order for him to fix our burst geyser. If you ask Rudelle why we have to part with so much money before he even starts to do his job his answer is that “these insurance companies take more than 30 days to payout” so I immediately see the connection here. Rudelle inflates his bill and bundles it up with the excess money so that his costs are covered right from the onset as he waits for 30-day payout period. I find this setup to be quite unfair on the side of the claimant who has been religiously paying their monthly insurance premiums to Bryte Insurance company. But when you have a burst geyser problem, which is quite frankly an outright emergency that requires to be treated as such, you get the likes of TI Brokers who just send you the same guy, year after, after year, after year, to make his own additional claims including doing renovation work before he can even start replacing the burst geyser. It’s a burst geyser and an emergency matter for goodness’s sake! Why does Bryte Insurance Company associate us with the likes of TI Brokers who send us one single supplier year after year, after year, to come fix our emergency insured incidents and yet they make their own upfront demands before they attend to our emergency requirements. Why? Why? Why? I ask. I see this quite frankly as some kind of ******ion. Bryte Insurance management need to come to the ground and do own assessment of things like this and then attend to our valid claims. Please do not send a chain of people who are not helpful in emergency situations. We need quick and professional response from renowned suppliers who do not conflate things and in the end compound the problem. We have a burst geyser which is an insured incident - just come sort out the burst geyser problem please Bryte Insurance!