Bad bad service

After letting my insurance know about geyser issue they sent a plumber to my house. The plumber told me that geyser burst and that it is still under warranty. I contacted the insurance again and said they will get in touch with 24fix who they appointed to fit the geyser previously. 24fix contacted me and said they had some supplier issue. The incident was reported on Wednesday 3 November. Today is the 6th and still nobody has come to do anything about it or gave an indication of when. Yesterday 5 Nov my wife contacted 24fix and she was promised that someone would call me back. STILL WAITING. Is it maybe because there is no money to be made as it is a warranty claim?? The issue is not with SA Homeloans but they appointed a company to fix my geyser the last time and I was told by another plumber that it was installed incorrectly. It is 150l high pressure geyser . On the geyser it shows vertical but the way I look at it it is installed horizontal. So is this the type of companies that insurers appoint ? Is it about saving them money ?