outsurance giving the runaround

My mom's geyser burst on Good Friday, 03-04-2015. We logged a call and were told that a plumber would be dispatched. A plumber went on site and reported that the geyser was indeed damaged and needed to be replaced. From then on we were posted from pillar to post. I called Outsurance no less than 5 times on Easter Monday, each time being promised that they will get back to me. When they finally called back on Easter Monday I was told to call the claims department on Tuesday the 7th of April. I called and again was told that they would call me back. I am still waiting and when I call I have to repeat the same story over and over to different people but there's' no resolution.