No service - Geyser claim

We tried contacting the claims department on the 09/11/2018, waited on the line for +-20 minutes with no answer and could not log our claim for our geyser. I then proceeded to send an email to the claims department requesting a call back or perhaps the process to have the claim logged online. I sent 2 emails and to date have not received any feedback or call

We have an issue with our geyser and have not had hot water since the 08/11/2018. This is really extremely poor client service.