3 weeks and no response to claim

More than a month ago our geyser burst and logged claim via home loan with Outsurance to have it repaired. It took a few days for there assessor from JJ LOURENS PLUMBING to come out. We were informed that we need to pay R2100 excess which we didn't have at the time so we indicated to the plumbers that we would inform them when we did. About three weeks ago I made contact with the Plumbers via two email addresses we have as well as telephonically and to date we are still waiting for them to respond as to when the replacement geyser will be installed, in fact they haven't had the decency to return my call. A new Outsurance agent (YURAL KLASSEN) was assigned to my claim and I asked this agent via email to reassign this claim to another plumber and after a few emails I am still awaiting a response from Outsurance. I find it sad that in today's economic climate that companies can treat clients in this manner... business must be booming!<br> PS: we are still without hot water.