Difficult when claiming for a geyser

Dear Nedbank my Partner and I have been trying to claim to claim for a geyser for a week now. When he called he was told that heeds his insurance number and he can't be assisted with his id number. Today when I call Yamkela is telling me that she will have to transfer me to the head office and that's where they can assist me to process the claim with the id number. This is pathetic we don't have time to be sent from pillar to post. In any Normal company especially insurance when you give them your if I'd number your details can be accessed including the insurance number that is provided by you when applying. Are we ever going to be able to lodge a claim for a geyser??.?