Iwyze Claims department bad service!

Policy number :‪*** Ref no: 998809 20th July 2022, reported leaking gyser was advised plumber would be available within 2 hours, next called unfortunately they are fully booked. They would send out one the following day. 21st Plumber arrives advised they cannot change the gyser as they only have big ones. Ref number:2*** Was advised I can get my own plumber as this was an emergency. Got own plumber who got a gyser and installed it same day. Called iwyze and advised them this was the situation, was advised this would be escalated to claims department, who would call me back. 22nd July, was waiting for a call nothing. Called Saturday was advised they only work Monday to Friday. 25th July Called claims department they advised this was not reported to them, they would get back to me. 26th July, still no feedback and my mom ran out of airtime could not call to follow up, 27 July, ended up calling from an Old mutual branch was advised they will need invoices and what the plumber did. Wasn't given any email address where to submit documents to, in order to claim. 28th July, it's been a week run around eventually got email address to submit to, then received automated response we should expect a call within the next 2 working days! And yet again tomorrow is Friday, and they do not work weekends. How long does this take? This is unacceptable and I need it sorted ASAP.