Frustrated

Good day, I'm having problems with standard bank home owners insurance..they refusing to fix my gyeser when they are the ones who installed it last year during floods. Their gyeser just stopped being warm and it's winter, it's been a month now since I did a claim. Claim was made in the 6th of June and they sent their service providers who failed to fix it, then they just left it like that. When I contacted standard bank they said, service providers informed them that they have claimed for warranty since the gyeser is still under warranty, and nobody got back toe after that..no communication, hence I'm still waiting for them..their service is very poor and I've been their client since forever, I'am paying for my insurance ever month, never missed payment but still they do this to me..I told them I have kids and it's winter but still they just do not care