Insurance failing to detect and repair leak on property

I have logged a call with Standard Bank Insurance with regards to a water leak on my property on 11 October 2021. The 12th a plumber came to detect the leak and said they are unable detect, the insurance will need to send out a gas leak detector. A day went by and we havent heard of the insurance and contacted them, they said they will send someone out the Thursday @ 13:00. No one pitched, we contacted them again on the Friday, they were going to send someone out thee Saturday, no one pitched. Eventually on Monday, 18th, someone came and said the could detect the leak either, but that there is definitely a leak. They were going to return the following day as they had to allocate it to another team or something. We havent heard anything back as yet, meanwhile our waterbill is going sky-high!!!! We have been told that we will get `n rebate on our water account, but at the moment the bill is just accumulating and accumulating!!!! Call centre everything says they will get back to us but they never do!!!