Poor emergency assist

Santam emergency assistance is useless. I had a burst geyser leaking out of my ceiling on one of my insured buildings which was discovered on the morning of 22 March 2024 and called emergency assistance that morning. I was assured an emergency plumber would be in touch within 3 hours. When I heard nothing I called back on Saturday 23 March. I was informed that the appointed plumber had rejected the job as my location was too far away, but this had not triggered another plumber to be arranged until my call. Another plumber was then appointed. An hour later I received a call from a JHB-based plumber wanting to know where in Heidelberg I was located. I rep**** that I was 20km outside of Heidelberg in the Western Cape! He said that he would inform my insurance company that he did not service my area as it was 10 hours away! I was then contacted by another appointed plumber based in Cape Town. He said he could come out on Monday 25 March. I followed up with him on Monday morning to be told that they were also not coming as they worked out that my location was more than a 3-hour drive, one-way! How is it possible that Santam charges me more than R100,000 a year in insurance but has no clue where their insured risk is, or where to send emergency assistance!?! If the emergency assistance service is only available in large metros then this should be made clear.