Absa home insurance

On 15 July I have put in a claim to Absa home insurence for a geyser. They was quick to respond and sent out a plumber to have a look. The plumber said that there was still a warrantee on the geyser and that he is going to put in a claim against the warrantee. And that was the last response I had from the plumber and Absa. Although I had many emails and phone calls to hear if the claim was completed but as soon as I said no I am still waiting for it to be replaced they said they come back to me and then nothing. Its now a month and a half later. The ceiling in the mean time also got damaged due to the long wait. The ref no on the claim is Re: *** .