How many weeks should I wait?

I have Buildings Insurance with MiWay. My toilet was a)leaking and b) clearly blocked, resulting in sewerage spilling onto the floor. I contacted MiWay's emergency number, and they sent out a plumber. Who then informed us that he was unable to do the job (it was an old iron pipe) and that MiWay would send someone else with the right tools. He assured us we did not need to do anything else. Numerous (upwards of 15) calls later, only to have the numbers (including the 24hour emergency number) not answered, and then finding that the insurance did not even have a case opened. What on earth am I supposed to do? I eventually got City of Joburg (for a fee) to unblock the drain. The pipe is still needing to be replaced. Literally weeks later. I think it is time to go to OUTsurance, seems their service is miles ahead.