Terrible Service

On Monday the 9th I reported a problem with a geyser and they appointed a service provider,who came to assess the damage and it was discovered that the its under warranty so the manufacturer has to deal with that. My understanding is that my insurance should be the pushing for this issue to be sorted and provide feedback, yesterday (the 10th) there was no feedback the whole day. It seems like no one cares about this I have to phone them now and then requesting feedback. This is frustrating on a serious note.