No delivery

I had home owners cover with Momentum which included geyser cover. On July the 16th I had a problem with a geyser and I callled Momentum to log a claim and I was told that they've called out a plumber but until the following day there was nothing from the plumber and I called again on the 17th still waited the whole day up until 4 days later I had to get a plumber to come and assist me because I was without water and couldn't even flush the loo because I had to close the water from the main. I continued to contact the insurance via email and calls but no reply or what ever.