Poor service

at about 5pm this evening 04 November 20, a water pipe in the kitchen burst. My wife noticed the water flowing into our lounge and bedroom. We had to turn off the mains and began the tedious job of mopping up. I called Mutual & Federal's emergency Swiftcare number and requested they send out a plumber urgently. I was told by the call centre agent that a plumber will be sent out within 2 to 4 hours. i received an sms from Mutual Insure at 5:45 pm with a case number. It's now pass midnight more than 7 hours and no plumber has responded. We have had to switch off our geyser and remain with no water until a plumber turns up to fix the leak. This kind of poor service by Mutual Insure is unacceptable. Every time we need water we have to turn on the mains which means water gushing inside our kitchen cupboards, flowing into the lounge and bedroom damaging my laminated flooring. We are deeply disappointed in the poor service and expect much better. The emergency division is the height of incompetence and please don't even bother to apologize as we are being inconvenienced.