21 days later claim not settled.

My Borehole stopped working after recently being replaced by SA homeloans insurance due to previous incident of lightning damage again SA homeloans. I called and asked what the guarantee is on this installation was as it has stopped working. This way that way, they refused to tell me what the guarantee was. So they have taken the borehole pump and box, this by another contractor. The contractor has send them a report of damage a week ago. Still I dont have a borehole pump nor any idea when I will have one. They keep telling me(only after I contact them) they are working on it. Its now been 21 days 3 weeks. So if you have to use Sa homeloans demand they give you guarantees with anything they replace.