I am not happy with the service I am getting from Nedbank

I have reported my gyser on the 26 June 2020, util to date it has not been fixed. I did the follow up with the appointed service provider on the 30 June, he told me he submitted the report to my insurance. When I called the insurance they told me they are awaiting the information from the plumber. I called the plumber again on the 6 July, he told me it is the insurance.

Honestly, this is not the treatment I have expected when I opted the insurance. My expection was to be assisted in the time of need. I am not sure if it is what I am paying for? This is my first claim since I took the insurance from 2016. I am not happy at all.