Go ahead from insurance

Waterpipe burst on 13 June. Today is 16 June. I pressed phone back option numerous times to no avail.. only today after me phoning and holding on for ages was plumber approved to do the work. 3 full days without warm water in this cold weather!! Then the plumbers they appointed... map plumbers : will need to work on their hearing s****s..lady thought we wanted to do do the job ourselves..... and then that we wanted a gas geyser...the geyser wasn't even the promlem.. Really..thats why we logged an insurance claim!!!!