Lack of service

My parents geyser burst on 25/12/2015. They lodged a claim with absa since they are covered for household insurance. As per absa's policy, they ought to have attended to the claim within 24 hours. It is now 2 days since my parents lodged the claim and they are still sitting with a burst geyser and no water. Absa has plumbers on their panel. This particular call out was to be attended by plumber boys and hot fit geysers. Everytime calls were made by my parents to either absa and the service providers, they got the same response \someone will be there shortly". How can we rely on absa when this is the pathetic service they offer? It's easy to take the premiums however not so easy to deliver as promised. We have lost faith in absa. You guys suck!!!"""