Worst experience with Mutual and Federal

I had a bitter experience with this company I've been with for more than 10 years. On the 29th January I woke up to my tap n pipes ******, logged in a claim(***). Was assured that I will get assistance, the day passed n nothing was done and I didn't have running water in the house. Second day I called n the consultant says it's not an emergency but will try to assist. The 3rd day they dispatched a plumber who only looked at the damages then left to get a quote and await approval from the insurance. Spoke to consultant Mable n she advised that if I get my plumber, they will take their plumber's quote and deduct the access and pay me the balance. From that day on they kept quiet n I got my own plumber as I couldn't stay in a house without water. On the 19th February their plumber calls to say the insurance has approved n they can come 🥺🥺🥺 3 weeks after the incident. I stopped them from coming as I had already gotten my own plumber. On the 24th Mable calls me to check if their plumber came and I told her what I told them. She then went back on her words of me being paid for the work done. This insurance takes people for a ride, I'm even cancelling them because when they deduct premiums they are happy but when we need their services they don't provide. I will never recommend anyone to insure with them