Still no water after 2 days

Sunday afternoon my geyser burst. Monday I submitted a claim ref no FX-38QF-01. Was promised feedback by 5pm. NO feedback received. It is now 7pm and still no idea how long this is going to take or what is still expected from myself to continue with claim or have it authorised. We are 2 pensioners sitting without water going to day 3 now. Please assist.