no service from standard bank 24 hour assist insurance brokers.

Yesterday I lodged a claim of a gyser in my house but no one came to assist. When I called standard bank again they said that on sundays they do not offer 24 hour assistance because their plumbers do not work on weekends. My question is that why do they say they offer 24 hour assistance if they will not assist. I asked for the name and number of the plumber I was allocated they gave me and they also contacted them. they said their name is service centre. The plumber to me said that they will not come because they don not have tools and geyser to install but to standard bank the plumber **** and said they came to our house we were not there, in fact we were at home whole day working outside. we had a gate opened for them that we closed at 5:30pm when we saw its getting dark. now the consultants from standard bank is making me hold on the line until my airtime is finished. more than 30 minutes saying they going to look for a supervisor or management. before I slept I called again and asked if they can allocate another plumber. Now in the morning a builder to assess the ceiling is supposed to come so what should happen because the builder was supposed to come after the plumber. my claim number is 20/073266 I am very unhappy with standard bank and will not recommend anyone to use them because actually even last time when I lodged a claim, same thing happened.