Warranty Not Honoured on Geyser Installed Through Echelon

I am extremely dissatisfied with the handling of my recent geyser claim involving Digicall Group and Echelon Private Client Insurance.

In 2022, a geyser was supp**** and installed at my property as part of an approved insurance claim. The installed geyser carries a 5-year warranty from the date of installation for the cylinder unit.

During March this geyser burst, and I requested Echelon to advised the service provider as the geyser is still within the warranty period. However, I have now been informed by Echelon and the Digicall Group that the service provider is unwilling to honour the warranty. My question is, why is Echelon appointing ************ service providers that do not honour warranties.

Even my broker has raised concerns regarding the handling of this, and has requested Echelon to escalate the matter, but more than a week has now passed with no resolution in sight. I am currently in the process of perusing remedies through consumer protection and Ombudsman channels as it is clear that the insurance and the service provider are not willing to ethically resolve this matter.

This experience falls far below the expected standard of service, and based on the handling of this situation I would steer-clear of Echelon as a personal insurer.