Utterly disgusting service

I have been an existing customer with FFW for 11 years already. I logged a claim for a water leak on the 18th of June 2019 already. Long story short, the assigned plumbers eventually came for repairs, by relaying the pipes in order for it to be above ground. While the plumbers were busy, we realized that there is still one pipe that was visible below ground. We were able to see it as the plumbers dug next to our gulley. We showed the plumbers that the pipe in question was dripping. They did not replace the entire pipe, but only replaced about a 10cm piece of the pipe by cutting the part visible off and adding another piece of pipe. After leaving we checked our meter and realized that it was still running, indicating that there must be another leak. The only pipe below ground that could be the cause of the leak, was the one that we indicated to the plumbers that was dripping of which they only replaced a 10cm piece. I have been battling ever since to get the plumbers to come and fix their mess up. I need to constantly follow up with the insurers. I am receiving contradicting statements from the insurance company and FOGI. I called them yesterday (23/06) again. I was assured that I will receive a call before the end of yesterday from the repairs line. Guess what still no call, and I am yet again on the line with them as I an typing here. The contractors being used by FFW are really not of great quality, and if they don't realize that they are going to lose customers because of the **** service that not only they as an insurance company is providing, but also because of the lack of service provided by their contractors, they will be out of business before they are able to wipe the **** out of their eyes. I for one refuse to stay with an insurance company that are quick to take their debit order, but useless when it comes to servicing their customers in a time of need. The sad part is I spoke to a consultant now who was extremely friendly and she really tried her best, but they can also only do so much before another department needs to take over. In this case the "queries" department. Let's see how long it will take the queries department to try and sort out this matter.