Outsurnace Damaged my House

Outsurance has done the opposite to what we pay Building Insurance for! Our geyser burst for the 3rd time under outsuance within the geyser warranty. Outsurance said because its in its warranty its not their problem, even though it was their service provder that installed it, we dont have a choice in service providers because Outsurance prefers to pay the bare minimum for work done for their clients. In the bare minimum payment they make one could obviously expect sub-par service delivery as well. Anyways outsurnace told the original suppliers to replace the geyser, same guys that put the original one in. They have been here for 2 hours, i have water running out of my ceiling and light fixtures, they have broken the drip tray and now say they cant get the geyser out of the ceiling. They have now left the old geyser disconnected in the ceiling and told us "sorry we cant replace it, we are also not responsible for the damages we did", this is verbatim! Outsurance does not work on Saturdays or at least half day i believe? So now what? My house is damaged by Outsurance providers and we have no hot water until Outsurance returns from the weekend? I reported this on Thursday? Why has you done this to your clients?