Pathetic service and no feedback or response

My geyser burst 11 days ago. numerous stories from call center and did not came back to me when said they would. After 11 days without water I this morning managed to get throe to one of there supervisors after being cut of 2 times and about an hour just to be told they will pay me out an ridiculous amount with witch is impossible to cover private installation. Could they not have done this on day one or even two and so doing not have the people living without water for 11 days. After 11 days they decided geyser because solar conversion is not covered by policy. Did they not know this?