4 people (and 5 call-outs) needed to assess a heat pump problem?!?

On Mon morning (6th July) I logged a claim for Ooba/Hollard/GuardRisk to check and fix my heat pump that stopped working on the weekend. They sent a plumber later in the day (Werner from Mr Plumb) to check it out, who said the heat pump is "dead" and would have to be replaced. He checked the electricity, which was fine and going through to the HP. Said he will log the call and his company would generate a quote for Hollard to approve. The next day (Tue) he came out again - not sure why. His company then said they would send the qoute off that afternoon. On Wed we hadn't heard anything yet and called Mr Plumb, who said they sent off the quote that day and we need to follow up with Hollard to try and fast track it. Then Hollard told us they need to send out an electrician. Guys from the Joverns Electrical (arranged through Digicall Assessing Solutions it seems) came out on Thu to "test the electricity". They confirmed (as the plumber said on the Mon) that there is nothing wrong with the electricty, but the issue is with the HP. Then Hollard said they need to send out guys that "specialise in HP's" since the electricians that came out actually don't specialise in HP's and should not have come out. They arranged for guys from Alcatraz Electronic Security Solutions to come on Fri, who could do repairs onsite and if they couldn't fix it, would order what they needed to fix/replace. After arriving more than 4hrs later than their scheduled appointment they also confirmed that the HP is dead and will have to be replaced, and that their was nothing wrong with the electricity supply. The guy (Dirk) said he will submit a report and ask they replace asap. Today (Sat) Hollard called me and said they need to arrange for a "specialist" to come and assess what the issue with the HP is!!! At this point my patience had worn out and I asked the lady to escalate the claim. She said she will escalate to her team leader, who would call me back. Needless to say, I was not called back. So, after a week without hot water, Hollard wants to send out a 4th person, for a 5th callout, 5 days after I first called to "assess" what the issue is?!? The only conclusion I can reach is that they are looking for a reason not to replace the HP and/or reject the claim. A word of warning... If you are looking for an insurance company, AVOID Ooba/Hollard/GuardRisk. Otherwise you may have the same experience when you try to claim. It's companies like these that give insurance companies a bad name and proves that some of them are not in the claims business - they are in the business of collecting your monthly premiums, but don't seem very interested in helping their clients when a claim is logged.