ITU Assist services from ABSA home insurance

On 25 Jan 2021 the Geyser in the house started to leak, I called ABSA home insurance 8am to ask them on how to continue on the claim to sort it out before more damage occurs, They appointed me ITU assist, and they contacted us with claim number and ref, at 08h49. It claimed that the plumber has been dispatched to our home. Then we received an sms again at 08h51 stating the ITU assist has arrived at our property, which was false. we called again about 11am and ITU told us the plumber will be at the property at about 13h15. we waited more time. my wife called them again asking what the holdup, and they told her that he is stuck at supplier, but for what we don't know. I called again 16h45 asking what's going on, and told them about the bad service, we receiving. was told that he will be there 17h15. At 17h35 they arrived to do survey Mudi Plumbing services. I refused to use that type of service. They cant explain why they took whole day. ITU assist don't take responsibility and the customer service is not professional, they didn't even follow up on the progress. On 26th I called ABSA and told them about the bad service, and they appointed new service provider. So will see if that is the better option.