Terrible service from ABSA home insurance!

Terrible service from ABSA home insurance! Our geyser burst, meaning we had to close the water supply. We immediately reported it to ABSA, we went through the normal procedure of reporting and after not getting any response we called again and reported the urgency of the problem once again. Eventually a contractor from Cape Town called to make an appointment. We are living in Ifafi, Hartbee****rt, North West Province! I called ABSA back and they said they only log new claims after hours. First thing next morning we called again and reported the issue. We had to wait another 3 hours for ABSA's contractor, apparently appointed/managed by FOGI to contact us but only after we had to call ABSA again to get feedback. Their contractor contacted us and said that the plumber would come the afternoon, which never happened neither did we receive any update from them. As we had to close the water supply to the geyser we haven't had any water for day's. Did we have a choice of a plumber or a list of plumbers the problem would have been solved within reasonable time! We are now in the process of changing to another insurance company.