Pathetic service

I am sooooooooo disappointed in the insurance department. I've registered a claim for my geyser on 11 February. Today is 26 February. My claim is still not prossessed. More than two weeks. Pathetic!!!! It's a disgrace on SA Homeloans' side. I've lodged numerous complaints telephinically, with no outcome. All I get is: "We will call you back". I am so disappointed because I'm a client for more than 20 years now and never received treatment like this. I suffer loss of income due to this for my tendands refuse to pay as the geuser is not working for more than two weeks.