Bad service, and Breach of agreeement

On Monday morning 30th April 2018, woke up to a burst geyser. We logged the call with Standard Bank Insurance claim, which they gave a reference number and promised to send a service contractor (Johan) to fix the geyser. This contract came, took pictures. switched off water to the geyser and told us that he will send the original plumber since the geyser has 20 year guarantee. Everytime, we call to make I follow up we are **** to wait about an hour before we get any attention, then referred to dead end. To date the geyser is not fixed, and we do not have water in the house, completely. We had to improvise every morning to bath and go to water. This morning I phoned them again without getting any joy, let alone to speaking to any consultant. I have even resorted to their complaint resolution department which I have very little faith in them as well. I want this mess fixed now!