Leaky Geyser

on 11 December 2018 my husband tried to phone regarding our geyser. my husband was on hold for almost an hour. he then drove to the bank where someone assisted him in connecting with a lady in the insurance department. this lady said she would sms a claim number and have a plumber contact us later that day. Today is the 19th and we still have not received any communication from the insurance with regards to this claim. our geyser is still leaking and damaging our ceiling