Pathetic Service for Claims

I logged a claim on the evening of the 20 Oct for a geyser issue, I was told by the claim handler that Std Bank services are not for after hr emergencies which I found shocking as previously I could get service providers after hrs.

I went and got a company out in my personal capacity and paid the bill. I have now sent 5 emails over the past 9 days since the claim was initiated. From the 9 emails and 4 calls I have still not received any feedback regarding the claim.