Horrible service

This is the worst and most horrible service I have received from standard bank insurance. I have reported a water leak last night with ref 23/043744 and I was told that Phuthanang MA-Africa Gauteng will handle my claim. I was shocked when a plumber called in the morning with numbers *** telling me that they won't be able to assess the because of the weather. I then asked how does the leak detection inside the house going to be affected by the cloudy weather, he the said he was not aware that it was inside the house so he will come an assess. This is 21:29pm and I haven't received any feedback from the assigned plumbing company nor standard bank, the leak is now worse and water is flowing in to other rooms. I called standard bank just before 21h00 and the consultant could not assist me as he said he can't see any notes put on the claim nor access the report. This frustrated me as it basically means the insurer cannot assist me and they can't even make any means to try and get information from the plumber. This is horrible service