Useless 1st for women

My mom put in a claim for one of her geysers on the 10th of May, to date and sine the assessor went to look and the geyser we have not had payment or feedback. The guy called to say they geyser needed replacing then it's be total silence. Today my brother called me to say another company was at the house to replace parts in the geyser and they were sent by another plumbing company not the insurance. I don't know what **** or deals this is strange is trying to do but it's not right. Why fix something that's broken only first for women know.n9t only are they not processing the claim but they are stripping the ****ed up geyser already without asking for permission.