Very disappointed with ABSA Insurance ...

I am very disappointed. It has been two weeks since I opened a claim regarding noise coming out of my geyser - it is growing by the day and may be causing long-term damage to our hearing (ears). I have made a follow-up three times, and twice I was told that a plumber would get in touch with me within a few hours' time, to no avail. The third time, I was told that someone mistakenly allocated my claim to March 2018, how does that happen?