Over promise & under deliver. Pathetic. No communication

I've put in a claim September month already & they promised to pay the difference minus the excess. My window is broken, the wind is coming through. I'm a wheelchair user & won't even be able to move should the window fall in my room. I've still not received payment even though they say they've paid it , I've sent *** & WhatsApp msgs saying I didn't receive anything & no reply. It's like I don't matter. I also put in a claim for my geyser I'm trying to communicate with them that my geyser is still making a noise, like a loud bang everytime we open up the taps, obviously the plumber that was here didn't also want to work , just wanted to get paid, just like ooba. He didn't even check why there's mould, he didn't even show me the part he replaced or leave the copper with me. I find that very disturbing. You leave the part you replaced with the client you don't take it away like it belongs to you. I left them know immediately after he left but no response. Really pathetic they closed the claim as if I can go up there & check for myself what's going on. Wheelchair people please research before you get insurance. I won't recommend because you just can't get a hold of them. This is really depressing & affecting my health as I'm stressed. No one is communicating with me why the money is taking so long & what can be done regarding my geyser. Rather get an insurance that calls you back , responds to your *** & WhatsApp msgs immediately, not this. This is the first time I'm claiming in 4 years & this is what I get.