24/6 lack of service delivery

On Friday a Discovery insure client of our brokerage asked me to put through a geyser leakage claim. A plumber went out to her property (that she has tenants living in) he assessed the damages but provided no feedback what so ever to the policy owner. i called the insure emergency centre today and they are telling me that the plumber still needs to buy a part for the geyser. it has been the entire weekend that the tenants are being left without hot water. this is ruining professionalism with my client and i. and the service provider is ruining business for discovery