Pathetic service regarding insurance claim for geyser

My building is financed and insured with Nedbank. My geyser burst 4 days ago. Nedbank sends me to Santam, who sends me to Nedbank, who sends me to Santam, and nobody knows what the hell is going on. In the mean time I sit without hot water. I have called numerous times to ask what is happening, and everytime I explain the WHOLE issue to the operator, who tries to figure it out, they put me on hold and answer me back 20 minutes later, and send me back to either Santam or Nedbank. I have tried being nice and polite. Now I am fed up and have had it with pathetic service and lack of care or concern. I have financed my homes with Nedbank for 14 years. Still I feel treated like a waste of human flesh.