Shocking service

I logged a claim this morning at 8, but after the claims advisor told me that it would take 3 hours just to verify my details before they could appoint a service provider to assist we opted to go another route. Unfortunately we then had to re-open the claim as we could not get it sorted ourselves. I phoned at 11 o'clock and was told that the claim would be re-opened and the verification would take 2 hours. Phoned at 1 and was told the verification is complete and that they would load a message to the claims advisor dealing with our claim to appoint a service provider. Now, almost 2 hours later the claim had still not been re-opened and no service provider has been appointed. We have no water at home as we had to shut it off to not occur further damages. How long are we supposed to stay without water until someone decides that we may now get some assistance? This is ridiculous.