Poor service

Imagine paying your insurance without fail for multiple years, only for them to leave you hanging when you actually need to process a claim. My geyser burst last week Tuesday and King Price sent out a plumber who did their assessment on Wednesday morning. Since then, I have not received a quotation because King Price claims they cannot get their own plumber to send it to them as they are "WAITING". While they "WAIT" and I just become a claim number in their system, I am expected to sit around and wait indefinitely simply because of their lack of action/intervention and chosen contractor is failing to send the report required to process my claim.Now can you image what the after service would be like with such a plumbing company should I experience a possible leak or problem that occurred because of their installation. I want reliable after-service but if the service itself is this pathetic then I honestly prefer to get my own plumber based on the current service being provided and because I don't have an excess fee lying around to pay independent contractors out of pocket who I do not have experience with. Meanwhile, my family has been without hot water for almost an entire week. We've had to arrange to wash at other people's homes and on some days, resort to boiling multiple pots and kettles of water for a household of four consisting of myself, my pregnant wife who is almost at her due date and two young children. Can you imagine how uncomfortable it is for a pregnant woman to have to wash in conditions like this?. I don't understand why a simple phone call cannot be made to the plumbing company to express the urgency of the quotation so that the necessary steps can be taken to have my geyser installed. How long is King Price going to stall while pointing the finger at their own contractor? This is my first time claiming for something like this and honestly, I am thoroughly unimpressed. It is completely unacceptable that they are okay with letting a family suffer without warm water in this cold, wet Cape Town weather.