Average service claiming for my burst geyser.

At first my experience was good but there was a delay in replacing my burst geyser. They told me it will be replaced as an assessment was already done but then they sent out another assessor and only after that did they notify me that someone will come out to replace it. I feel this service is not good. My mom is with Standard Bank. The assessors came out in the morning and the very same afternoon the geyser was replaced. They can certainly take a leave out of Standard Bank's books. Not having hot water is a huge inconvenience. I'd like to understand what the point is of paying my premium regularly when I don't get the required service.