Bitterly disappointed in their claims service

I am so terribly disappointed with Miway. We lodged a claim for a burst geyser yesterday and were told if we submitted a quote a dn photos early this morning it woudl be attended to today. The docs were submitted before 8:30 this morning (Sat 1 Dec, it is now 6pm and we have not heard a word. We have water pouring out of the side of our house (2 days running now) and Miway clearly dont give a continental.