Hollard Insurance - Pathetic Customer Service

I logged a claim on Thurs, 11 Oct 2018 with Hollard with a geyser problem that was tripping the earth leakage on my circuit box. Hollard appointed Ivy Home & Office as the service provider. Ivy Home & Office sent a team to inspect the geyser. The team determined that the geyser had in fact burst and is still under warranty from the manufacturer. The team completed all the details onto a form, and waited for a while to hear back from the owner (Pieter) of Ivy H&O. The team then told me they leaving and someone will call me. It's been 24 hrs and no one has called me back. This morning, Fri 12 Oct 2018, I emailed Hollard at 09:44am for feedback but no one emailed be back. I then called Hollard at 12:00 midday to followup on my claim as I needed feedback. I spoke with Velencia who checked if the Ivy H&O had submitted a report, only to find that no report has been submitted. Velencia also told me that since the geyser is still under warranty it's not Hollard's problem any longer with this claim. And that I, the client will have to deal directly with the geyser manufacturer to get the geyser replaced.

I have to now wait for the manufacturer to get back to me with a reference number and going forward, it becomes my problem entirely in getting the geyser replaced.

I'm a client of Hollard, should Hollard not at least facilitate the process of a new geyser for me, the client? Am I supposed to do without a geyser and hot water indefinitely until such time the manufacturer makes contact?

I'd like some answers please, Hollard Insurance.