Poor Service From Nedbank Insurance

I have a problem with my solar geyser, it just stopped working and I registered a claim with Nedbank Insurance on Friday 31 July 2020 in the morning. That afternoon, a plumber was sent to sort out my issue, but he advised that the fault was electrical and he was unable to assist, he escalated the matter to Nedbank Insurance, advising that they need to send an electrician instead. I called Nedbank Insurance on Saturday morning to follow up and they told me that they had logged a call with their after hours service provider, but no one came to fix the issue all weekend. I called again on Monday to follow up and in the afternoon, an electrician came, but told me that he was unable to fix anything without approval from Nedbank Insurance. Today I made about 5 calls following up on their approval process, which was finally done after 3PM, but that was too late, as the shops that sell the components that need to be replaced were already closed. Now is the fourth day without a resolution and I am told that the electrician will come by tomorrow and I am expected to pay double the access amount and no one can explain to me why that is the case. I have never in my life received such a poor service, I am ready to find a reputable insurance company as soon as this is concluded. I am so disappointed with Nedbank Insurance and their extremely poor service!