Nedbank HOC insurance - poor service

My geyser burst, called Nedbank HOC insurance at 14h00 logged a claim was told plumber will contact me within 2 -4 hours. Its now 4.5 hours later no call from plumber called fhe Nedbank call centre again was told he will escalate and was then also told the geyser wont be replaced today as plumber must first validate the claim. What does the call centre not understand i have water pouring from the geyser and now we will ne without water for who knows. Poor pathetic service in the past the plumber came out and replaced the geyser now its all a pillow to post round about.