SA Homeloan insurance unresponsive

Last week I reported a problem with my geyser. No one called me to follow up on this case and I only got a call a week later asking if anyone came to check. A week later I am still sitting with a dysfunctional geyser with no hot water even though I pay insurance premiums every month. It is winter and every morning I have to warm water with pots for the whole family even though I have insurance coverage.