Bad Plumbing

Hi I'm complaining on behalf of my mother Mapula Thomas she has insurance with outsurance. About 3 weeks ago our solar geyser burst my mother reported the issue to outsurance and it took them 3 days to send out a service provider the provider came checked the geyser and left saying their boss will contact us which never happened. Not sure if its the same service provider that came out the following week to replace the geyser they came late in the day and could not complete the job and said they would be back the next day which they didn't come. when they came back to complete the job their was no pressure when opening the hot water.

Yesterday the geyser started leaking again my mother called the service provider but they haven't come yet the leakage has damaged the ceiling on the 1st burst instance and now its damaging the ceiling even further.