Bad service with a bronze star

From the 6th of August I reported a plumbing issue. To-date, my bathroom still looks like a tender was awarded to the wrong company. What is more frustrating now is when I have to call every time to ask what the sms mean. I get sms from King Price telling me how long I have for my claims to be finalized or they will be rejected. When I call customer service, no one can assist me. When I call I am made to speak to a different departments. At the moment, one of the 3rd party Company will be contacting me according to messages. But King Price Insurance that I took the insurance with has no answers for me and the money is being taken for premiums every month without fail. How long does it take for a bathtub to be replaced? Why am I receiving sms threatening me that the claim will be rejected? Do I need to fix this myself?