Geyser replacement/ Transport Authorization because contractor is 100km away.

I am at my wit's end with Standard Bank Home Insurance Yet again. I have not learnt my lesson as per my previous experience with them. 27th Nov (last week Monday) I reported an issue with my geyser. Fortunately this is located outside the house, but that's neither here nor there as the situation is still evident. I was advised they would send someone out Tue 28th. Well, Tues came & went, Wed evening I decided let me call again. Only to be told the closest contractor is 100km away & they requested authorization for transport however standard bank has not yet approved this but were working on it. I insisted this was urgent, I guess me insisting was too light. Still no contractor Thurs, nothing Fri either. Fri evening, gatvol with them, I call again, only to be told they still waiting for Authorisation... Seriously??? 5 whole days to freaking sign for authorization. So I call the contractor hoping they could possibly escalate my query further. Standard Bank had sent me their details along with my claim number when I had initially atart D the claim on Monday. Well obviously there was nothing they could do except wait for this blinking Authorisation for transport cost. Sat nothing, Sun nothing, Monday (today) I call again... Awaiting Authorization... I was now at my limit. I requested the Supervisor in charge, I was told they were in a meeting, they would get them to call me back. As I type this, I'm still waiting for that imaginary call back. Seriously every single time I called, the only positive thing I was given was an appology, I'm now wondering if the appology will replace my geyser because that's the only consistent thing they've done. In the meantime I have water running down my tiles damaging my lock blocks causing them to now go green with mould. Come on Standard Bank, SO BETTER!!! Why must a person always resort to these methods for you to take action.