Terrible service experience when logging a claim

My husband logged a claim on 21 May 2020 48hours ago for a leaking pipe that was repaired by the same insurance a month ago. A few days ago after the repair another set of contractors came in to complete the job and after they left we noticed that the leak started again. We were informed that a plumber would be sent out within 2 hours. The day had passed and still nobody had attended to us. We called a second time on 22 May 2020 and the consultant told us that a plumber would be out on the same day, again nobody attended to the leak. We called for a third time this morning and were told the same thing, that a plumber would come out to us today. How many more calls must we make to ooba? Who pays for the water leak which is not our fault? On request to speak to a senior person we were told that the supervisor was on another call and would call us back. We await this call. This is terrible customer service and I would actually not recommend this insurance to anyone after this experience.