Absa insurance claim

On the 19 June 2019 before midday we contacted absa insurance to log a burst geyser, after numerous calls a plumber came at 6pm to tell us what we already knew which was that the geyser burst. He said that the geyser was still under warranty so when we called the morning of the 20 June, The company now says they cannot help us since it still under warranty so we called absa again and they said they going to send somebody. We now have been without hot water for over 24hours and this issue is still not resolved. The electricity is out in the area and our phone battery will soon go flat and according to the numerous smss we received from various plumbers, if we don't answer our phone we have to reschedule. My last call to absa was when the consultant told me to hold while she read the notes from the system, I waited 20 minutes before I eventually dropped the call. I really can't believe the service we receiving. We been using absa for 22 years and we are treated like this. Can somebody from Absa please assist us urgently. The claim Ref for absa is ***