Bad and unacceptable service

We noticed a water leak on our property today. We eventually got hold of our insurer, King Price, after trying from 10h00 this morning. We spoke to Victor. We were given a reference nr, as well as the supplier that will attend to the leak. Appointment at about 16h00 today. At 17h00 I contacted the supplier just to be informed that they have not received any instructions from King Price. Nothing reflecting on their system. We are pensioners. Don't have a landline, just a little bit of airtime in the month, but I got told to sort out this mess. King Price is quick to take your monthly installments, or to phone when you skip a month, but when you need their assistance, you must wait. We are without water, cannot shower, cannot cook. Must beg for water in the street. I probably need to pay a fortune on the access for a minor job. This is totally unacceptable. We were referred by family to King Price, but I'm not so sure anymore.