No feedback on claim

When I was signed up from my previous insurer, I was told how I was making the best decision ever. That by joining Discovery Insure I was joining a world class team who provides world class service to its clients. Well, it has been just over 6 months and this is the first time I had to put this to the test, and unfortunately I am left wondering if it was only a sales pitch? As someone who didn't think twice about moving from the insurer I had been with for more than 10 years, I definitely will exercise my right of choice in taking my money elsewhere. This is not a complicated claim guys. My geyser is NOT warming the water, resulting in cold showers for the past couple of days. With the long weekend upon us, am I going to have to wait until next week for someone to deem my business important enough to at least communicate with me as to the status of my claim and why there has not been ANY movement? I can get an electrician myself, and don't mind paying if the verdict is that it is not covered under my policy, but at least TELL me? Surely as my insurance partner you can send an electrician and cover the 1st hour of the call-out fee? I am no expertbut I suspect the geyser thermostat has gone, or the wiring to the thermostat is at fault. But to just not do anything on my claim, while I have cold water in the showers, shows no respect for me as a paying client. I chose to handle this internally by emailing *** but got a message saying the mail was rejected due to the recipient's mailbox being full. How is this possible for a company this size? I have no choice but to come here for a response, it's sad guys.