Waiting for answers

I am writing the post on behalf of my Father. A couple of weeks ago we called the insurer for a burst water pipe in our bathroom. We spoke to Anna Mfeko who logged the claim and gave us ref nr CL***. A plumber was sent out to come and investigate. We were told that they do not deal with invisible pipes in the wall and left. We called Anna again and she said we need to get a plumber to come and quote. The plumber gave us a quotation witch was submitted to Indwe. After numerous calls we were told that he claim was rejected and a detailed report will follow within 48hrs ( this was on 23?715). We phoned again today and was told that the board still has not sent the report and Anna will follow up. How long do we need to wait for a report and how many follow-ups do we need to do to get joy from Indwe?? This is completely unacceptable!