********* and unprofessional service rendered

I would like to lay a complain regarding my claim at Nedbank home owner insurance C*** first claim I put forth, I struggled to be assisted it took at least 2 weeks for a water supply line to be fixed. Now I am sitting with the same predicament with my second claim of a burst water supply line C***, I have been without water for the last week reason being I gave them a call last week Wednesday 15 July 20 to report that I have suffered a water line burst on the same line that the plumber worked on. I was told that the plumber will contact me of which that never happened and then I gave Nedbank a call again on Monday 20 July 20 and they promised that the plumber will contact me within 4 hours. It is Thursday 23 July 20 I haven't received any call and every time you call Nedbank home owner insurance you to expect to be on the phone for at least 25 minutes minimum. Please assist me in this regard because the service I am getting is not up to scratch, I am really devastated with this service really it is *********, unprofessional and disgusting really. I did not sign up for this.