Extremely bad customer service

I registered a claim online on the 1st of Feb for a geyser that burst. I attached all relevant documentation including a R6000 deposit that I paid for the replacement of the geyser. Not only have I phoned on multiple occasions and held the line for up to an hour without a response - we are experiencing high call volumes bla bla bla, but I have emailed ********** and I have not received ANY feedback. It is almost a month later. Kind regards, Elsie