Geyser needs to be replaced and I am getting the worst insurance service ever

I contacted Standard Bank Insurance on 17 May, as the geyser was not heating up, was given case no 857864 and was informed a plumber will contact me with claim no 20/038562

Leak Tech was appointed and came out they informed me that the thermostat and element were faulty but due to the geyser being an old model it can't be fixed and that the geyser needs to be replaced, they informed me on Monday 18th May that they submitted the claim to the insurance for the geyser to be replaced. The person that they have been dealing with goes by the name Fogi

Called Home Assist on 21st May and spoke to an agent that will do a follow up regarding my case that the geyser needs to be replaced and will give me a callback.

Since then I have not received any feedback or update, we are still without hot water, what is the point of paying for insurance if they don't want to assist you. What am I supposed to do now, my geyser is broken am I suppose to wait forever or cancel my insurance.