No answer at Call centre

I just want to know how is it possible that you can not get through to the home insurance call centre at Standard bank???? I've been trying for 3 days now, holding on for MORE THAN AN HOUR at a time, but no luc****! We have a urgent claim (huge water pipe leak = in the Western Cape with heavy water restrictions) but they can't even pick up the phone???? We had to get a private company to come out at our own expense, because Standard bank are to pathetic. I can just imagine how the claim process will be if it starts of this way? I am shocked, and will most definitely be moving my insurance somewhere else in January!