BtterSure No Service when it is really needed

This is the worst insurance company I have ever worked with. I logged a Geyser claim late on Thursday 2 November. The Service provider came on Friday 4 November to assess the damage and compile a quite. On Monday the service provider contacked me to ask if I got an approval from Bettersure yet, which I had not. I then followed up with them and they said the service providers did not give a quite. The service provider then forwarded me the quote he sent through to better sure. Every day after that I followed up with BetterSure and sometimes got 'We did not received the quote' , but as soon as I then say that this was resolved on 7 November, the answer changed to 'We are waiting for the approval'. Always with a promise that I will get a call from the claims handler . The only time the Claims Handler phoned me was on 8 November, and also starte4d with 'We are waiting for the quote from the service provider', until I reitterated that the previous call agent confirmed that they received the quote. After this the story changed to, 'the service provider did not upload the quote to the correct place, but this has now been uploaded mannually and I should get an approval within 78 hours because that is the turnaround time on burst geysers'. Subsequent follow-ups always said that we are waiting for approval. Until on Friday 10 November it changed to 'The amount is high and needs a big mandate approval', I then followed up on Monday 13 November and got 'A bigger mandate approval is needed and this takes 48 to 72 hours'. Taking into account that his went for the bigger mandate approval on Friday the 10th already , by my calculations Thursday 16 November will be ample time to fit into the 72 hour timeframe. When I followed up on 16 November, I was told that it is still waiting for the bigger mandate approval, but will definitely be received by Friday 17 November. When I phone the following day I was told, 'The quote was not received from the service provider' . After 2 calls being dropped , the 3de agent said she cannot get through to the service provider. Please note this was a service provider recommended and sent by BetterSure. And when I insisted on immediate action , then agent said she will email the service provider and cc me in. At this point I am sitting for over 2 weeks without hot water, with and insurance company (BetterSure) that does not seem to know what is going on or where in the process my geyser claim is. With seemingly scripted excuses and well over 3 hours of holding the line for the call agent to confirm who knows what with the claims handler. I am now beyond being patient and will escalate this to the Insurance Ombudsman. Bettersure is quick to take your money and quick to pay smaller claims, but when it really matters, there is no service, no urgency and no competency. On top off this , half the time the phone lines is so bad you cannot hear the agent properly.