Burst Geyser

Hi, I am with Standard bank home owners insurance since 2009. I have a burst geyser since last week Friday at one of my homes and did not have the access to pay and ask them to pay me the claim in cash(obviously minus the access). They apparently waiting for the plumbers to give them a report for four days that he already gave me verbally when he came to asses, this while people are without hot water. The claim number is HLC15/000959. The last update sms I received was. I just spoke to Candice from the claims department and say they only requested the report Yesterday.