Failure to service

I am extremely angry at the service that I am receiving from Santam. I logged a call on Saturday(11 Feb 2023) for a geyser leak at 15:04. I then called them at 16:56. The consultant told me this wasnt captured. They then escalated it. The plumber arrived at my home on the same day at 18:13. He confirmed that the geyser burst, of which i informed him that the geyser should still be under warranty as it hasnt been 5 years since it was replaced. He told me he would let Santam know. Today is Monday, I received no communication from Santam on status. I have 5 kids and we going into 3 full days with no warm water. My agreement is with sanlam and no other party. They are responsible to get this resolved. Stop passing the buck. I spoke to someone at 08:10 this morning. she said she will call me back. Up to now. No response. This is completely unacceptable. Its time to look else where to a insurer as IM not being valued