Bad Service

I phoned on Sunday morning 6.00am for a claim, regarding my pipes in the bathroom wall that is leaking and you can hear the water gushing out. It is now Wednesday the fourth day and still nobody has been appointed to come to my house. I have phoned everyday but nobody can help me. I told them on Monday they can send Nambithi Plumbers, that are prepared and ready to come do the job. Phoned Insurance today Wednesday got told they will appoint Nambithi plumbers and will send them the appointment letter. It is not after 12.00 midday and Nambithi plumbers have still not received any appointment letter by email. What are we actually paying for? This is the worst service I have every had!!