Santam Insurance poor service delivery

Santam uses a company like Kwikot to replace geysers. Job logged last Saturday, Kwikot comes through Sunday says nothing wrong with geyser fixes a pipe and leaves. Note geyser is less than 2yrs old. A week later geyser is leaking, water damage to ceiling, floor and cupboards and Kwikot response is they will come 28 to 48hrs. Geyser is located in my kids room ceiling. Made several calls this morning concerned that the ceiling might collapse but no sense of urgency. Santam you chose Kwikot as a partner but shift blame when it's time to provide client service. Respond urgently