Burst Geyser - no help from SA Home Loans Insurance to sort out

SA Home Loans Insurance Burst Geyser reported @ 08.15. The consultant took all details and gave me a ref number. She said Plumber will call me to make an appointment. I Explained to her that I have no hot water and asked how long it will take. She could not give me an answer. The geyser was replaced in 2017 by Tony's Plumbers - appointed by SA Home Loans Insurance. I received and email from SA Home Loans later the day stating that the plumbers will come out and do an inspection and then will give them a report. SA Home Loans will then submit the report to Kwikot due to it still under warrantee and this will take another 24 hours. I called again and spoke to consultant and said I have no water and this means that I will have to wait longer. she just said that is the way it is. It now works like this - Plumber comes out and gives a report, sends it to SA Home loans, they then send this to Kwikot, Kwikot then send there own agent again to my house to check, they then send back to Kiwkot. then kwikot instructs to replace and in the cold winter weather the SA Home Loans customer is sitting without hot water and they just follow there steps, why did they not call Kwikot direct and ask to get someone out. This would have cut the time / days to sort out in half. I then went and called Kwikot myself and registered the Warrantee claim. Why do the customer have to do all the work and pay monthly. I suggest that SA Home Loans Insurance put all his staff on training how to solve claims and keep customers happy and warm.