Horrible Bad Service Recieved

I have never dealt with such a pathetic insurance company .I have lodged a claim to be assisted with a geyser not heating up 2 weeks ago 2 plumbers we sent twice and still today I still not have hot water in my house . I did let you know however I was blatantly ignored as a premium paying client even after paying for incorrect components that were replaced by your plumbers R850 I asked for e refund nothing happened been advised matter escalated but no follow through or any update 2 weeks later???? Is this the service that you a providing to your clients ??? What is this?? I need feedback from a Manager today and my refund sent today? Claim no BSH***1