Refusal of Emergency Support

I am saddened to be writing this about a wonderful company. My geyser burst yesterday, called Discovery's emergency, told a plumber's on the way. I waited, called later, plumber on the way. No plumber arrived. Called Emergency this morning, plumber on the way - same story, had to follow up myself. Claim logged at 08:00, called for follow up, told a plumber on the way. After following up again & pointing out I was still without water with no emergency assistance, a plumber came, said the geyser had burst (I knew that) & I must call Discovery to help?! I have heard so many different stories about why I didn't get emergency assistance & why I am still without water (no plumber to isolate, so no shower, can't brush my teeth). Apparently claims are a different department & I need to escalate to the service provider myself (I contract with Discovery, not the service provider). Also, they couldn't provide emergency assistance to me as they couldn't verify I have cover?! A way to save costs at the client's expense? Avoid & ignore so there are no after hours fees. I still have no water, no plumber and no hope - next it will be holidays, new excuses not to help me. This is ridiculous