Disgusting Customer Service from Duratherm and Standaed Bank Insure

I lodged a claim with standard bank insure for a burst gyser 2 weeks ago.. A plumber came and replaced it with a Duratherm gyser that has never worked since installation due to leaking.. I called the bank to notify them of this issue and I have been sent from pillar to post but still do not have hot water in this cold winter days. Duratherm has never called me and each time I call the bank no one seems to have any idea of what is happening.. This is the most pathetic customer service I have ever come accross. First even selling gysers that leak. How do they even pass quality standards buffles me. Two weeks later we still do not have any way forward whatsoever.. I am beyond frustrated. Ref no 93383