Geyser

We did phone them on saturday 16 december and sunday on tthe 23/7 emergency nr no one picked up while my house was full of water . Monday we called again and they picked up the guy only arrived after ,18:00 the evening telling we must pay an amount of 750.00 before he could check the geyser. We phoned him every day and its dead promises telling everyday I am on my way coming now. Today he is telling us he finish working and is going on holiday and the insurance tells us to get someone else but we need to pay them also a 750.00. Please assist I cant boil my kettle every five minutes for water. I feel ive got insurance and they must assist