Disgraceful lack of service

We lodged an emergency claim for a burst geyser with Quicksure / Santam. Our claim was met with a completely cavalier attitude and to date we have not received any assistance. Our household includes my 85 year old mother and young children. The current Covid-19 pandemic necessitates hot water to ensure adequate sanitisation and avoidance of contamination. My family is under further health risk having to bath in cold water in the current winter temperatures. I was assured by Keabetsoe that her supervisor, Alphues Tebeile would escalate the claim as an emergency to ensure that hot water would be restored as soon as possible. A week after this claim has been lodged we have still not been contacted by a representative from either Quicksure or Santam. It seems counterproductive to pay substantial monthly insurance premiums on the premise that you will be assisted when an emergency situation arises only to find yourself dealing with the situation on your own. This lack of service is a disgrace. As loyal customers of long standing who have consciously avoided any unnecessary claim over the years, our continued allegiance to this insurance company will be seriously reviewed.