Not eager to get the damages fixed

The insurers are like an old watch. It seems as if it’s about to work, but then the ticking fades away again. There is simply no response and no sympathy. Promises are made, and then we are ignored again. It is unbearable to try and communicate with people in this way while trying to resolve a serious issue. It is winter, and we sit without a working geyser for 7 days now. The geyser was installed, yesterday but the electricity not. Seems nobody is eager to assist or to just provide an update about this unbearable situation. The next move is maybe to report it to the ombud. They are eager to collect the premiums, but are seemingly not willing to put as in the position that we were before the fire (Isn't that what we insure for???) It's frustrating to work this way. Things must be done. It is not so difficult to arrange with contractors to do the job, is it?