None existing service level

Registered a Geyser claim online. No response. Phoned in. Waited for 40min before call was answered. Agent promised to send a team same day. That was the 1st of December. Phoned again yesterday. Hold on from 49minutes. No one answered my call. Send an email. No response to date. Gladly having a burst geyser is not an emergency. I hate to think what would happen if I do have an emergency. Sadly, I also had to do a review in 2018 for the same problem so it seems that Standard bank Insurance service levels are not improving or deteriorating, they just don't exist!!!! While the consumer must just pay and pay.