Held by the Plumber - No Quotation/Can't Pay A Claim

I made a geyser claim on Monday 21 Aug ( Claim No: ********** ) and they sent a plumber, who confirmed it was a valid claim. Upon paying Access to the plumber on Tuesday 22, they then came for repairs. At that point we could not agree with the plumber on the service as I need to be moved from the ceiling. I then contacted the insurance to confirm if I can use my private plumber and get refunded. They advised that yes, they will pay me according to their plumber's quotation. An initial quotation (excl vat) was apparently given to the insurance yesterday (Wed). I then confirmed with the insurance and their plumber that I will be using my own private plumber. Since then, their plumber has been unable to give a final quotation (incl vat) so that I can be paid.

It seems Hollard is just sitting and waiting for their plumber who seems unwilling to give a final quotation since they are no longer doing the job. I'm not stuck as I cannot do anything unless I'm sure that I will be paid, how much and when? This plumber seems to be holding the quotation purposely as they will not benefit anymore from this job and Hollard is doing nothing to get a quotation as soon as possible.

I am going to a second weekend without a geyser and above all it is wasting water as its constantly leaking.

Whats the point of having an insurance if I am going to spend time and money contacting them without results. I have already contacted the call centre 3 times today and all the time I'm promised that I will be given a feedback which is not happening.

BASICALLY THE PLUMBER CALL THE SHORTS AND I MUST JUST WAIT!!!!!!