Claim for geyser. No service received. Poor.

My geyser stopped working. I phoned standard bank home insurance to claim for a new geyser. The agent told me that the service provider plumber would come the following day. I waited till 12 o clock and made a follow up call to see where the plumber is. The agent told me she will make a follow up call with the service provider and give me a call back shortly. I never received and call back. This is pathetic service. I am currently with out any hot water and im still waiting on standard bank to call me.I pay diligently every month and this the service i get as a customer. I think it's time to change to a different service provider.