BAD SERVICE EVER

I have logged a claim of house ******* 4 days ago water is coming out of the geezer ,the journey is very unbearable as i am directed from pillar to post, they have sent Zintle Solution, they came the same day and they said they will come back they never did, then the following day i received a call, saying that i need to pay R2000 something for excess, and i told them no bcz i have 0 excess for my house, i only pay excess for my cars, then she put me on hold for more than 15 minutes then i got cut off , i called them i was holding more than 10 minuted eventually i spoke to someone he said she transferring to to claims, again i got cut off, i called again find someone helpful, He checked he told than i have 0 excess, he promised to sent an email to Zintle Solution, then after i received an sms asking if the did come and i told them no, till now i don't have hot water it is mission for us to do anything ,we had to switch off water from main supply in order not to waist water, the reason i took the policy was the very same thing i am without service excess, how m i going to trust you with my cars if you cant handle such a small query, i am so disappointed, it makes wonder if i did the correct move by cancelling my previous insurer, now they want me to rate its 0% bad bad services i ever received