Cannot reach anyone to resolve a contractor issue

I lodged a claim on the 8th of January 2018 for a burst pipe. I informed the agent in the call centre that a roof contractor is needed to open the roof for the plumbing team. I know this as this has happened to me in the past. The below is how things started to turn into a disaster

1. the roof contractor calls me and asks if i have heard anything from the plumbers. I inform him that i am still waiting for contact. He asks me to call him when i hear feedback and asks if i am available today. I confirm that I am.

2. After a hearing nothing for a few hours, i get a call from the plumber. The team is waiting at my gate. I informed the call centre agent that I want the teams to call me before just arriving at my house.

3. i call the roof contractor and tell him the plumbing team is at my place. He then tells me he is fully booked until friday, he cant help me.

4. I start trying to call Standard Bank. No one picks up. I Try multiple times to get help. Nothing.

5. I try to call a number for a Nokuthula that was sent to me in the claim SMS. Phone keeps ringing, i have tried at least 10 times.

6, I tell the plumber to leave if they have another job, as they cannot work.

Every time i claim from Standard Bank, it is frustrating. Why must i arrange everything and try get the contractors on site? This is not my responsibility, this is why you get paid each month. How do you expect me to live with a burst pipe in my roof? This will destroy my ceiling? How can you arrange for a contractor that is fully booked for the entire week? Why cannot you not liaise with the relevant providers, or send a single team that can do both tasks?

I am waiting for a response and i expect my issue to be resolved today still. If this is not done, i will cancel my banking accounts at Standard Bank. I also believe that i should not have to pay the excess due to your negligence. Waiting for feedback, but not holding my breath.