Shocking after sales service

We purchased a Plumbing stop **** from this supplier. The product literally burst apart in the roof of a client a few days after installation and flooded their home. They have agreed that it was a faulty product.

They arranged to send out someone to assess the damage on the 6th August. Wilfred of their offices came to do the assessment. 5 days later we followed up with them and they asked that we get a contractor to do a quote to repair the damage. This was frustrating because what was the purpose of sending Wilfred if not to arrange for the repairs to be effected.

We had to arrange another onsite meeting with a contractor who quoted for the damages (about 13K). This quote was sent on 11 August.

After numerous follow-ups we are still waiting for an answer. They tell us they are waiting for their insurance to approve. I believe they should appease the client, irrespective of the insurance claim. If the insurance pays out, good for them. If not, what happens to the client?

To complicate matters, this property was sold and the new owners are now moving in and are having to deal with these issues that could have been repaired while it was vacant.