no service at Standard Bank building insurance

I contacted the building insurance at Standard bank in December 2023 regarding a broken toilet that needs to be replaced. I got no response. I contacted them again in May 2024, they sent out a plumber to do a quotation and again no further response. Contaced them again in June 2024 and they said I must find my own service provider. Contacted them again in July. Still no response. This is a disgrace.