No refund of insured event

I am very unhappy with nedbank insurance. I had a burst geyser 3 weeks ago. I waited nearly two weeks for them to send me a plumber to attend to my problem. I couldnt wait any longer and appointed my own plumber. I had to pay the plumber my own money in cash upfront. Now i am still waiting for my claim to be paid with no feedback from anyone at nedbank insurance. I am going to cancel my buildings insurance and take it with another service provider