Unkept promisies

Our geysers vacuum seal went, so we contacted the insurance who sent out a plumber to fix the problem. On the 1st of February they sent out an assessor to asses the damages in my house. He told me Standard bank should get back to me by latest 4 February. By 8th of February I still had not heard anything so I contacted them, Kiplano promised he would contact me back before close of day. Still nothing?!! Yesterday the 9th of February I phoned again where I passed from person to person, 5 minutes on the line before someone actually helped me. Bheki said he would look into it and contact me back before end of day???? Still nothing! We pay a lot of money for this insurance and I find the service distrusting! Not only is my phone bill through the roof but I want my house fixed!