Shock and horror, leaving a 74 year old without water. 6 days counting

UPDATE: 11April226@08h35 NOTHING.... Aparently there are no plumers available. 🤣 If my 74 year old retired mother wants a contractor to come out, she's welcome to get someone and pay for it, and then claim from her insurance. *** funny! UPDATE: 10April26 @14h22 Mrs Roberts has just received various calls from your Integrisure contractors stating they can come out on Monday, 13 April 2026. Then Integrisure contacted her to advise they DO NOT HAVE plumbers and they will get back to her on Monday, 13 April 2026. This is not good enough. She called your call centre on Monday - 6 April 2026 - to which there was NO answer. Tuesday it took her the entire day and her claim was logged past 14h00. The municipal MAIN TO THE HOUSE has been closed since Sunday, 5 April. Do you only have one contractor in your ENTIRE group? Now the contractor says they can try assist her on Saturday morning. Is 7 days OK for any of you to be without water? This is surely not how one handles a complaint when YOUR Contractors messed up! Original Message: IntegriSure and Santam Insurance – this post concerns the treatment of a 74‑year‑old insured client who has been left without running water for days due to contractor negligence. Dear Integrisure, and seeing that we know who's who, Santam Please explain how your organisation finds it acceptable to allow a paying client, a 74‑year‑old retired woman, to be left without running water for five consecutive days. Your contractors arrived on Wednesday to attend to a leak. Upon opening the municipal stop****, they identified a burst pipe. While investigating, they discovered another burst pipe approximately 1.5 metres away and advised her that she would need to submit another claim. Let us pause to consider the implications: * Unnecessary time wastage * Wasting expensive fuel * Infringement on a basic human right — access to water After opening the municipal stop****, your contractors left the premises without closing it, resulting in over eight hours of potable water running unchecked into her garden. What followed was an exhausting and distressing series of phone calls attempting to convey the urgency of the situation to various Integrisure representatives, including: Kirsha (Claims) at 13:08 A gentleman in Car Claims at 14:04 Jenna Lee at 16:36 All on the same day, in a desperate attempt to get your contractors back to close what they had opened. This raises further serious concerns: * Reckless wastage of precious water * Liability for an excessive municipal water bill It is certainly not the responsibility of Mrs M.E. Roberts, especially considering that your contractors caused this situation. It was deeply concerning to hear that your staff suggested contractor insurance would cover damages only up to R1,500. This is immaterial — the loss arose from negligence by your appointed service providers, for whom Integrisure is legally responsible. In terms of the Consumer Protection Act 68 of 2008: Section 54 guarantees consumers the right to timely, safe, and quality service Section 54(2) entitles a consumer to remedies when services are performed negligently or incompletely Section 61 provides for strict liability for harm or loss caused by defects or negligence in the supply of services The conduct of your contractors — and the lack of corrective action by Integrisure — constitutes a clear failure to meet these statutory obligations. Later on Wednesday evening, she received a message stating that the contractors were “busy with a big job” and would attend later. A big job? Bigger than leaving water running for hours? Do your contractors operate with only one team? At some point during the evening, the water stopped — without communication. No update. No confirmation. No reassurance. She spent the night stressed and anxious, only to receive a generic message thanking her for allowing assistance, despite the problem remaining unresolved. There is still no running water in her house, raising serious concerns related to: Sanitation Hygiene Health risks She has been left overwhelmed, distressed, and without access to a basic necessity. She has been forced to purchase water to wash herself and flush a toilet, after thousands of litres were wasted due to your contractors’ negligence. You received NUMEROUS updated videos of all the water running out in her garden - they were all sent to insure@integrisure.co.za - not even an automated response was received back! As of 10:30 am today, she has received no further communication. Is she without water for the weekend too? This matter requires urgent intervention, immediate restoration of water supply, and full financial remediation, including the entire water bill incurred, not a capped or partial amount. Failure to address this promptly will leave no option but to escalate the matter to senior management and external regulatory bodies. I expect your urgent response. Your email has also been sent as per the above if you don't want to publically admit to this problem and try resolve it before COB, today. Her claim information and ID number has been included in your communication. Your poor staff whom are trying to assist are now suffering under this now. I emailed both CEO's of Santam, and Integrisure. Today, this minute, nobody has bothered to communicate back. The only communication mom has received was - we have no plumbers to assist - you pay and claim back. Shock and horror! Hence my public outcry! Tavaziva Madzinga Group Chief Executive Officer (CEO) — Santam (Appointed 1 July 2022) tavaziva.madzinga@santam.co.za Robert (Bob) Maguire — CEO, Integrisure Email address bobmaguire@integrisure.com