Geyser claim

My geyser claim is six months old now. Still no payment. Their excuse is that they couldn't get hold of me on my cell phone and therefor cancelled my claim. Even after explaining that I am abroad and given them specific times to reach me by whats app call, more than three months ago already, nobody called. All correspondence between us was done via email for the past six months, so no, they have no excuse. Sorry to say, but this is the poorest service that I have ever received from any insurance company.