Burst geyser and no service from Ooba or Brolink

I have registered a claim for a burst geyser with Brolink, the service provider for Ooba insure on Thursday 1st October 2020, and emailed a quote on Friday the 2nd October 2020. The quote was from an independent plumber for the replacement of the geyser. I was advised that this would be acceptable. I received a call from a lady from Brolink that someone will call me soon. It's now a week later and I had no response from either Ooba or Brolink. In the meantime we're losing about 40 litres of water a day. Can someone please attend to this immediately and urgently as this is not he service we should be receiving. My policy gets paid every month, on time, but no-one seems to care about sorting out our problem