Pathetic Handling of Claim

We logged a claim on Friday, 19/02/2021 *** for a burst water pipe under the paving near our kitchen area.

The assessor was here on Monday, 22nd February 2021. I contacted your call centre this morning, after being on hold for 30 minutes, they advised that the service provider will only send through quotations today and that I should just turn-off the water mains. How on earth do I do this when we are living in the house and we are a family of 6? I logged the claim 5-days ago.