The wost service ever received from in insurer

I have building insurance with Brolink through Ooba. I have registered a claim for a burst geyser on the 1st October 2020 and they only responded on the 12 October, by sending out a plumber to access the damage. An arrangement was made that the plumber will come out on the 13th (today). Nobody arrived and no one cared to provide me with feedback. I had to make time in my very busy schedule to phone to find out that they're not going to install the geyser as they don't have enough space and would rather install it outside where it will rust. I don't have time to sit at home or to arrange a new plumber with a cash payout from Brolink. They are the insurer and they should man up and arrange the replacement for the geyser as well as the admin work. At the moment we're losing about 40 litres of water a day.