Bad service

Reported a geyser on 2016/01/11.Mogali Trading(service provider appointed by the insurance)was assigned.Was advised that geyser needs a new flange rubber n this was done.geyser never worked.called them to come check and was told by them that I need a replacement.this was after I paid them R1400.00 for labour n replacement of parts.wen I asked y was the replacement not suggested from the word go,service provider(Another employee @mogali trading)indicated that he was not the one who checked the geyser on Tuesday.called FFW 2day to report this incident and requested that another service provider be assigned.it was done n he confirmed geyser replacement.now I am taken from pillar to post,being transferred from one department to the other and as a client who never skipped any premium payment I expect to be given service of which I am not getting,I ve been without hot water since monday.how is my lil one who is asthmatic suppose to bath worst of all in the morning when going to school.will I ever get the geyser replaced n I need a good explanation of why must I keep FFW as my insurance after this bad experience.i pay insurance to be covered and not to be given a run arround.FFW deliver.