My shower water stops while I am having a shower

Santam is a first class insurance company and they have previously always been wonderful, but now I am desperate about my shower tap water leak. In March 2022 my shower taps were reinstalled by a plumber Santam sent. I had to pay for the shower taps. Now when I am in the shower the water suddenly stops. The taps are very difficult to turn off.

Santam sent two different home assist people last week and this week but now I cannot get any response from Santam via email.

Please Santam, help me as, repeatedly, I cannot get to a consultant on your phone line after waiting for many minutes.