I got ghosted by Ooba

I regret the day I signed up to Oobainsure. I logged a call on Monday, 30.12.24 for a geyser. Received a reference number and a promise for a callback. Nothing happened. On the 31st, called early in the day, with the hope that my geyser would be sorted, but while on the call with Vusi, I received an sms that states that they are unable to verify my excess and limits to my claim. I asked Vusi about it, and he assured me that he verified it. Even gave me an excess amount. Great! Oh and someone will call me, to confirm dates, times etc. He even said that he hopes I will go into the new year with hot water. Well, then the waiting started again. No callback. It is the 02.01.25 and guess what? I am still waiting. Just for a damned callback, if nothing else. And still without hot water. They are ghosting me. Now, when you sign up, everything is great, even when you pay each month, BUT when you claim... you realize, you might as well have not been covered. Spoke to a few people with different insurance companies, and theirs was fixed on the same day it was reported. Why cant ooba do the same?