Claim not been attended to over 24hrs

I have logged a call due the geyser not working over 24hrs ago and there is no response. Calling is also a mission as I've been on hold for over 1hr because all their consultants are very busy at the moment. I have to send and it all comes out of my pockets again to get assistance from them where they debit monthly without fail the monthly premiums. How then do we submit a claim are not attended to and how committed are they to give service to their clients. Do i have to go over 10 days without hot water before the respond. This is unacceptable