More than unhelpful, ignoring emails and trying to get out of paying claim

Standard Bank home insurance linked to my home loan is clearly employing a hassle barrier strategy to get out of paying claims. I have been trying to claim for my burst geyser since February this year, and emailed them many times without reply. They just hand you over to other email addresses which then don't respond. Now they want a picture and a serial number of the old geyser I had to replace myself months ago in order to not flood my house. They ask for documents I have emailed them at least twice just this week already.