What is happening with the Outs..tanding promises?

We have insurance on our house for 10 years plus. We also have short terms insurance for house + 3 cars for longer than 7years. NO CLAIMS at ALL so far. We also moved our life insurance to Outsurance recently. On Friday, 22 May15, we asked Out and About for assistance with our leaking geyser. They were very quick. That plumber came + confirmed - burst geyser. He could not help me as Outsurance's system picks a plumber after you claim. At this stage we had no other damages which could have been very expensive. We lodged a claim and this is where the support dropped. They found ONE plumber. They could help on Monday!!. We requested another one. They could not find anybody + said we should get our own contractor and that his invoice will be paid immediately on presentation. FIRST time I need help and I must help myself. Monday 25th, I spoke to Matebalo regarding the whole issue + sent her the invoice and requested time of payment. No response. Sent another e-mail 27th. Received e-mail 28th,requesting invoice and claim number, sounds irritated. Why not asked for it on Monday? Rep**** e-mail+asked ass? Also name of superior. No Response? I must pay Contr on 1Jun15? OUT,,,, of my pocket?