Need help with burst geyser

Hallo! My geyser burst today. I phoned my insurer being Mutual & Federal. Nomphulelo was very helpful and sent out a plumber to come have a look and evaluate. Plumber came and isolated the geyser and said that the geyser needs replacement. Nomphulelo called me back and I told her what the plumber said. She put me in contact with Makanda who cut me off and never called back. I eventually called back and spoke to Precious who told me that they cannot do a claim I need to wait for the claims department for Monday. This is really not on. Why do I pay insurance? I now have to sit without hot water for the entire weekend. After I raised my concern Precious said that I can get my own plumber to come and replace the geyser and then on Monday do the claim and see what will be refunded. This is really not how you treat customers in an emergency. If that is the way Mutual & Federal treats their clients it will be best for me to look for alternative insurance after all these years. Urgent feedback will be appreciated to get my concern addressed.<br> <br> Trudy Lewis<br> Cell: ***<br> Policy: ***