Home insurance claim

I'm so disappointed with the service that i got from this insurer, i lodged a claim for a faulty geyser and and now its been 5 days without help i have been calling and dropping emails everyday without any success they don't even bother to give me an update next I'm moving to another insurer if they give me a run around because of faulty geyser what's gonna happen if maybe my house burns down or there are floods .