Not a happy client

On Tuesday morning I logged an online claim. That afternoon I sent an enquiry as to when the claim will be seen to. No response. Wednesday morning I had to phone to again log the claim from scratch (although they had a claim number - the one that was sent with the online claim). I told them I had very little airtime but at no time did the consultant ask if he could call me back. My airtime ran out at the end of the call. Wednesday afternoon the appointed plumber came to do the assessment. He was in and out quickly insisting that there wasn't much problem. But he'll get back to me later (I had my own plumbers in on Monday as I thought it was the thermostat and was going to replace privately. They told me that the geyser was in fact leaking and the plumbers, also A&G appointed plumbers who had previously installed the geyser had not done a very good or safe job and unsure how insurance had even signed it off as legal or satisfactory). Thursday morning, still not hearing anything, I messaged the plumber. No response. I filled in an online complaint on A&G website. I was contacted by emergency assistance (unrelated to my online complaint) who were checking to see if the plumbers had been. After explaining that nobody has got back to me he got hold of the plumbers who told him the geyser is under warranty and they will get back to me about what to do in the next 24 hours. So now I must wait another 24 hours for a response after already waiting 48 hours. I was told I would receive an sms within a few minutes to acknowledge the logged call. I'm still waiting - over 6 hours later. I wonder if that call was actually even logged. So from Monday I have been without a geyser and nobody keeping me informed of goings on. It is not up to me to keep following up. Any other insurance company would've closed this claim by Wednesday. Are they going to keep me waiting till the new year when they feel like working again?