Zero accountability and lack of nterest

I received excellent service from SAHL about 2&half years ago when I signed up with them. On 02/12/2015.I logged my 1st insurance claim about my geyser burst & gate motor. I was informed that I cannot fix this out my own pocket and claim later, SAHL will resolve this within 24 hours. They sent a service provide ((SP) to my property on 03 Dec to inspect the damage. He promised to return on 04 Dec to fix. It is now the 19th & I am still waiting with no hot water at the property. I made a follow up with SAHL on 15th &I was informed that the Agent Processing my Claim (APC) will call me shortly. No one called me. I followed up again on 18th & I was forwarded to APC who promised to follow up SP & get back to me. I am still waiting. The 24hr turnaround is now 17days & I find this completely unacceptable given the inconvenience of not having hot water.