Unpleasant experience despite insurance premiums payment

Yesterday at around 14:15 I reported a burst/leaking geyser. Today it is 11:20 and none of the plumbers that they assigned our case to have assisted us yet. We have had to close the water supply and struggle with toilets or open the supply and cause more damage, which we’ll have to pay additional excess on on top of the inconvenience that the damage comes with.