Poor Service

On the 11/10/2015 i noticed that my geyser was over flowing at a rather rapid rate. I therefore contacted the ABSA Home Insurance Call Centre to register a claim only to be told my policy does not exist bearing in mind that I have been with ABSA for 20 years and my relevant premiums are paid on time. To my amazement I was told they would send a plumber out however I need to pay the bill which will be refunded at a later date. This I found to be rather unprofessional. I declined to do this for the simple reason was that if the geyser had to be replaced I would not have the money to replace the geyser. I contacted the call centre on Monday(12/10/2015) and they were able to find, by some miracle,my policy and it was duly attended too. I then requested to speak to the manager ,Pauline ,however she was not available. I then left my contact details hoping she would contact me. She has not contacted me thus far which is rather unprofessional.