Non-existent customer service

I have been a client of Standard Bank's for nearly 40 years and I have now reached the end of my tether with their sudden non-existent customer service for my Household insurance policy. I logged a claim on their mobile app about 3 weeks ago and I am still without hot water in my kitchen geyser despite numerous call-centre calls and emails. A few days ago the assigned a plumber based in Pretoria to fix my problem here in Cape Town! Then yesterday I phone the call centre 3 times and eventually spoke to 3 assistants, each of which gave me a different story about warranty cover for geyser parts that fail within the period of warranty after a previous maintenance claim of mine. They all said they would phone me back and didn't. Today I phoned again and was told that the parts were only covered for 3 months for a follow-up claim to a previous maintenance claim, and that a plumber would be sent whose call-out fee and labour would be covered by my insuarnce policy. Needless to say that never happened either. I am now reaching the point where I will have to organize a plumber myself because I cannot continue for weeks on end with no hot water!