Leaking Geyser Pipe

I have tried calling your call centre on numerous occasions and my call was constantly getting cut off. Eventual when I did get through, I was give the run around from 1 department to another. I logged a call last year for a busrt geyser pipe that has caused havoc on my walls and alarm which was attended to by a plumber. The pipe has now got a leak again after couple of months in the same area which I have tried to get someone to help me with and no one can find the claim no or give me the plumbers contact details to get this attended to. The last claim took a couple of says to sort, leaving us with no hot water. Paying for a service that I cannot get help with....what is the point of having home insurance