Poor Call Center Ethic After Hours

Today my geyser was not heating up. Called PPS Insurance at 08:00 to report the claim. Only at 14:45 a plumbing company arrived and concluded that the fault is electrical. This fault was first assumed and they wanted to come back after load shedding at 16:30 to confirm. Called PPS Insurance for after hours support and they advised that they do not have anyone for electrical matters. We are working professionals and cannot have time wasted. I recommend that PPS Insurance outsources this work that is not on their radar.