Still waiting for Claims!

I have requested information on a previous occasion and still to date have not received any feedback! It has been 9 months. Now we need to claim - sent the information to the claims department, they sent a mail confirming they will respond within a 2 working days, it has been more than a week, nothing! So during this time (Winter), that we are sitting without a working geyser, Iwyze just does not feel the need to follow up or nothing! Useless bunch. If you fail to make the payment on time, they phone you immediately but if you need them, they are like nowhere to be found.