Claim for faulty geysers ref 18/058325

Good day. I logged a call with std bank insurance on 27 Jul 2018 for faulty geysers and my call was received by Caroline Taylor. She assured me that my claim would be attended to on the same which was great. Two gentlemen came and attended to the geysers and informed us that they would not be able to sort out the problem with the other geyser and that they would refer the claim back to standard bank insurance for further investigations because they advised that the geyser had burst and was still under warranty. We waited in anticipation but to date nothing has happened. I then sent an e-mail to Caroline Taylor on 02 August 2018 to find out the progress of our claim and no response or acknowledgement of my e-mail. I sent another e-mail today to the same lady after several unsuccessful calls to ********** 444. After all my failed attempts to reach the number given, I tried the emergency number ********** 247 and a gentleman by the name of Leon, if I got the name correct answered and I explained my challenge to him and he said I should hold on. I continued to hold until my call got cut off. He never even bothered to call back. This to me is extremely poor service. I need to know the status of our claim and they must report to my DW Shongwe at ********** 792 on whose behalf the claim has been logged. My I'D is ********** 262086.