Shocking service

I have been insured with auto and general for years now on household content and structure, I call for the first time in years needing assistance to send someone out to assess the geyser. Firstly the call takes an exorbitant amount of time lodging a claim, asking inconsequential questions n wasting time, only to tell me at the end of the call that she still needs to fwd me to another department, I get transferred only to wait endlessly with no answer on the other side, I eventually put down the fone and had to get a plumber out at my own expense. So what then is the use of paying a **** load of money every month with zero assistance when needed n for just a geyser, imagine if it were a more serious matter. My experience with other insurance comps does not compare to this incompetence, they did not even SMS me the claim number they did not call to follow up of I was assisted, nothing, shocking. Their service level does not comrlarebto an outsurance or discovery who have such a different customer centric approach !