IGNORED for a week after logging claim... Claim ***

Logged my claim a week ago for a leaking geyser that i can hear dripping constantly - costing me each day in additional water usage. A day later, got an email that my claim has been reassigned to another operator. Nothing since. I, as the PAYING customer, had to call THEM twice in the last week, but then had to hold without even getting to speak to anyone for nearly 10mins each time and had to end the call. Also emailed them, without reply, and today, a WEEK later, i have really had it with their USELESS service. Since when does a paying customer have to do all the legwork?? Spent almost a decade at outsurance and all my claims were settled literally within a day or two, and they always made contact with me the very same day i logged the claim.