No service at all

I had a burst geyser on 19/01/2018. When trying to call the Standard bank home owners insurance, they simply did not answer the phone. I held for more than 20mins - and called twice. Then I called again on Monday 22/01/2018, to no avail. No answer. Holding for more than 35mins!! I subsequently sent emails to the 3 mail addresses on their website. In total to date I have sent 4 emails - and to date, no replies. Calling everyday, no answer. I had to pay this invoice from my own pocket. It's a lot of money and now I can't claim it back as they simply do not answer!