NO HOT WATER FOR 2 WEEKS!

I have been calling on FFW since the 23/12/15, we have no hot water in our house!!!all they keep on telling me that it's that time of year were their service providers are closed blah blah blah, this is my first claim , this is shocking, I have been advised from Clyde today(after I have been following up as I do not get so much as a call back) to find my own plumber and have been on the phone to get plumbers to quote, today the plumbers that FFW sent out calls to say that the insurance is willing to replace my low pressure geyser with a high pressure geyser but not willing to sort the pipes out if they leak, I will have to claim again!!!! that makes no sense, COMES DOWN TO I STILL HAVE NO HOT WATER, ANY WATER COMING OUT OF THE HOT WATER TAPS!!I joined FFW as I was told it was simple and effcient when a problem should arise. YOU HAVE TO BE KIDDING ME!!! The current service provider does not have a clue on what I am talking about, they have sent out two 'plumbers' that have asked me what would I like them to do?????