very bad turn around time on fixing machines

After my washing machine broke and I registered a claim against my multi appliance policy at chartis AIG Tiaans aircon and appliances came to pick up the machine on 17 jun 15. They took 2 weeks to try and fix the machine but could not get it right. The call centre then informed me that they are going to sent another agent out to access the machine. Meantime my laundry bill sits at R 1200 and they refuse to pay it and say this can take another 2 weeks at least. This is totally unacceptable today is 7th Jul and this is still ongoing.