Contractor Caused Damage, Left Us Without Water – Insurance Zone Failed Us

Summary

A simple irrigation issue escalated into an unnecessary ordeal due to the negligence of the appointed contractor (Gift) and inconsistent, at times unprofessional, service from our broker, Brad Naudé.

The contractor caused further damage, left a valve open, and as a result our water pressure collapsed, preventing our storage tanks from refilling. By Monday, our tanks were dry and we had no water in the house, even though we have a child and an elderly family member living with us.

Gift kept promising to return on Monday, but by the afternoon it became clear that no one was coming until the next morning. Out of necessity, I purchased the replacement parts myself for R286, and the issue was fixed in under three minutes, compared to Gift’s R7 700 quote.

Although an independent assessor was eventually sent, the overall handling, communication, and lack of accountability were unacceptable.

My goal with this complaint is simply to receive a genuine, specific apology and acknowledgment of how this was handled.

What Happened 1. Emergency line refused to assist

When our sprinklers failed, the emergency line refused to come out, calling it “maintenance.”

2. Broker arranged for contractor (Gift)

Our broker arranged Gift to attend to the issue. A second technician was scheduled for Friday but never arrived.

3. Gift caused further damage

When Gift eventually arrived:

They removed and stripped parts without approval

Broke the valve

Left an open gap causing water to gush out continuously

Water pressure collapsed

The tanks could not refill

The system became unusable

Where we had reduced but sufficient pressure before, we now had none.

4. Monday: We were left with no water at all

By Monday morning:

The gap left by the removed valve meant zero pressure

Our water tanks ran dry

We had no water in the house

Gift kept saying they would come on Monday. By the afternoon, it was clear they would not arrive until the next day.

With a child and an elderly family member in the home, we could not go another day without water.

5. R7 700 quote for a R286, 3-minute fix

Out of necessity, I drove to Builders Warehouse:

The correct parts cost R286

Installation took under 3 minutes

Water was immediately restored

This shows the Gift quote of R7 700 was unreasonable and that their earlier damage caused the crisis.

6. Independent assessor eventually sent

We appreciate this, but by then the major inconvenience, damage, and delays had already happened.

7. Broker’s unprofessional behaviour

During the crisis, when I phoned for help, Brad said:

“Oh Jesus, how many times must I speak to you today?”

This comment was unprofessional and inappropriate, especially given the circumstances.

8. New issue: Geyser now tripping

After having no water, we switched off the geysers. Since then, one geyser keeps tripping unexpectedly.

When we asked if this might be related to the water outage and pressure issues, Brad said only that it “must be a geyser fault” and told us to call the call centre — a noticeable shift from his earlier hands-on approach.

Why I Am Filing This Complaint

Gift caused additional damage

We were left without water for one full day

Our tanks ran empty due to their actions

Repairs were misrepresented (R7 700 vs R286)

We received vague, non-specific apologies

The broker made an unprofessional comment

A new geyser fault has now appeared

Our concerns were dismissed rather than addressed

What I Am Requesting

I am not seeking compensation.

I request:

✔ A genuine, specific apology, acknowledging:

The contractor’s negligence

The disruption caused to our household (including a child and an elder)

The delays and broken promises

The unprofessional remark

The dismissive handling of the geyser issue

✔ Assurance that future contractors will be properly vetted ✔ Basic support or guidance regarding the geyser fault, not dismissal

This is all I want — fairness, accountability, and respectful acknowledgment.