Shocking service from FNB Insurance

Claim number ***. Muhammed Jeewa. I spoke to a person named Aubrey Mabogane about a geyser claim on 2/10/23. He said send me a qoutation. I sent it to him and he approved it verbally and by email. He said tell your plumber they may go ahead. Which is what I did. I didn’t receive any feedback about payment. I emailed on the 4/10/23 about payment. I was told old mutual insurance are asking for a report from their plumbers, this is after I was told to go ahead. Up to this point I haven’t heard anything. I’ve spent lots of hours on the phone, and their is still no resolution. You make a commitment in writing to a customer and than you back track. My supplier wants to fit. The supplier saw the approval from Aubrey. I’m being told Aubrey doesn’t have the authority. What should do as a customer. I’m being pushed from pillar to post. This is really unacceptable to say the least. They (Tshedi from Old Mutual Non Motor Claims) is now dissecting the qoutation and still hasn’t go back to me. Whether it’s FNB INSURANCE or OLD MUTUAL INSURANCE it doesn’t make a difference to me, as I get one policy from FNB. You can’t place the blame on someone else, you have to take accountability.