Nedbank Home owners Insurance

I reported a leak inside the wall to Nedbank house hold insurance on the 8th of May 2025. I am NOT a plumber, but worked out that there was water coming out of the wall & into an electrical DB board causing the power to trip. Nedbank sent someone out to have a look & they confirmed that there was a leaking pipe which was inside the wall. They also confirmed that the geyser was faulty. I have been struggling since then to get them to send someone out, so we can at least have some hot water IN THE MIDDLE OF WINTER. The leaking pipe has how been fixed, apparently, but this cannot be tested as we are waiting for the geyser to be replaced. There is a hole in the wall between the kitchen & garage. Nedbank make it very difficult to communicate & I need to send any mail 3 or 4 times before I get any response. I wish there was some controlling body that one could speak to for this very obvious attempt to get out of coving this claim.