No feedback and poor response when urgent

I called on Thursday (12 March) afternoon to report a burst Geyser and that my house was under water. Requesting urgent attention to be given to the matter. By 7pm I had no phonecall or anything to confirm when the plumber will be attending to the call. I called again only to be told that the after hours can not see what was during during office hours. I explained the problem again and they tried to contact their suppliers to assist and was then told they are all fully booked and can not assist that evening. They would sort it out in the morning I was promised. At 10am I had still had no phone call or anything. When I called them they tried to arrange something. The supplier promised to be there by 2:30pm and only arrived around 4pm. No contact was made to confirm they will be late. When I complained about this on Friday I was promised by Kerwin that he will address the matter on Monday with Head office and they will contact me to resolve this. It is Tuesday afternoon and I still have had no phone call. They still need to fix the ceiling and the supplier has not contacted me yet to confirm when this will be done. Why do you pay insurance to help in emergencies if they can not.