No plumber sent for a geyser burst/leak.

I reported a geyser burst/leak at 9.40am on 11 July 2025. I was told they were verifying cover and thereafter appoint a service provider. 3 hours later l sent a whatsapp to the agent telling her that no one has contacted me and that's bad service. She was going to sort it out. By end business she told me to use my own service provider. I told her that last time l tried l couldn't get anyone who charges their rates, she must get me their approved service provider. She sent me a contact number of their provider. I didn't contact the provider because l think she should do it. Can Santam please send us a plumber. Thank you.