Extremely poor service from Bettersure

Very disappointed, once again, with the service received from Bettersure. I reported a burst geyser just after 08:00 yesterday morning (after it burst the previous night) with an agent by the name of Siya. At the end of our call, I asked him numerous times to email me to confirm that the claim was successfully logged. To date, I have not received any email. Yesterday afternoon an agent by name of Kimsami (note sure of spelling) called to inform me that there is no plumber available to come out today (yesterday) but that a plumber was arranged for first thing this morning. I asked her as well to please email me confirmation, and I am still waiting on the email. This morning I phoned Bettersure again to make sure that I can expect the call from the plumber and the agent told me that the time arranged with the plumber was after 14:00 and not first thing this morning as confirmed by the agent yesterday afternoon. I asked for the plumber's contact details to contact him myself. I contacted him, and he confirmed he was on his way to a town over an hour from us to fix a washing machine and that he will come to the property after that. This is NOT what was confirmed to me yesterday afternoon. I don't know who to believe anymore and still have not received any email. An elderly couple is staying in the property and they have been without hot water for two days now.