I phoned the call centre to log an insurance claim regarding my swimming pool almost 12 days ago. I explained that my pool pump was faulty. I was told that they would appoint a contractor to do an assessment. The contractor arrived 3 days later and did the assessment. There was no communication to me via the call centre and I followed up with them to be told that they were still waiting for the report. I waited a few days... still nothing... then I phoned the call centre again... still no answers... then I emailed them... still had to wait. Finally today I phoned them to be told that they had received the report but no one had bothered to phone me. I was then told.." Sorry Sir... but we don't cover 'wear and tear' to the pump and that I would have to organize my own contractor! All of this could have been avoided if they had asked the right questions upfront and had been proactive enough to keep me informed in the first place. I could have avoided all the unpleasantness and time wastage and fixed the problem myself. Instead, the claims manager who I eventually spoke to out of frustration apologised and said that there were a lot internal politics. This is just not good enough!
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