Does not care for the needs of their clients

On the 6th of June I logged a claim for a burst pipe. Absa sent a Hitech plumber to assess. Hitech sent then a quote and there was no response. On the 7th of July, after water has been running down the street for a whole month with no response from Absa until I had to call and follow up again. I was told hitech does not have a qualified plumber and I should find my own. The municipality closed my water since 7/7 cz its filling up the street. My household has not had water till now. Why is there no communication, why is it my responsibility to get a qualified plumber? Why couldn't Hitech resolve the issue? Everytime I call I speak to a new person and start from scratch. Im frustrated because I pay for insurance, but when I need it I am sent from pillar to post and left with no resolution.

Policy No. ***