Disgust at Standard Bank Insurance Service

Good day

I have home insurance with Standard Insurance Limited. When my geyser burst, I had a major issue when trying to contact them as the line is always busy or I was transferred from consultant to consultant and eventually ended up being assisted 3 days later. Now the geyser has been replaced and more than a week later, I am still waiting for the cupboard which was dismantled to be rebuilt. So, firstly, why must I phone around for work that was meant to be completed over a week ago and secondly, why do I have to struggle (as I am now once again) 3 days to get to speak to a consultant?