Lack of communication and refund

Im a pensioner whos been with outsurance for a while now. I reported an incident at my home where my water pipes were vandalised and ****** on 27 February 2015. I liaised with a lady by the name of Mbali who assured me that someone who'd come to my home to sort the matter as i had no water at the time and was given Reference number ***. No one came to assist the whole weekend and we were forced to get someone to come and replace the pipes on a Sunday amounting to R1800 and we made the insurance aware of this. Upon calling the insurance the monday to find out where we should submit the invoice for refunding the R1800 i was told that this would not happen and the person who were meant to come the friday forgot to report that he did not come to my home to rectify the problem and the amount was less than my insurance excess. This is disgusting to say the least that one had to stay with no water all weekend having to go to neighbours for water while i pay so much for insurance and the one time we put in a claim which has never happened before there's absoloutely no compassion or assistance, I want my funds refunded immediately or im changing insurance. Mrs Stella Jordan