Bad service

My home is insured with MiWay insurance. I reported an emergency leaking geyser on Saturday morning 12 June. A plumber came to inspect the geyser on Saturday afternoon and confirmed that the geyser had burst and needed to be replaced. Two further inspections took place on Monday 14 June at 12h00 and 14h30 respectively, confirming again that the geyser needed to be replaced. The second plumber gave me paperwork to the effect that the geyser manufacturer was not liable to replace the geyser, which I sent to MiWay. The only correspondence that I have received from MiWay was an email sent at 08h14 on Monday 14th, informing me of my claim number and claim representative details. I have received no further correspondence from MiWay with regards to my claim, my geyser is still leaking and I have no idea when my geyser will be replaced. This is the worst service that I have ever experienced from an insurance service provider.