Poor service for home loan insurance claims.

I have a home loan with Standard Bankk. I have been trying several times to contact their insurance department to claim for a leaking geyser. Each time I have to hold on until an operator is available to take my call. Longest time I held on was 30 minutes. Then I hang up. I’ve even tried sending an e-mail. No response. I’m a Trauma Docter and it’s impossible for me to stay on the phone until someone can help me. I honestly don’t know how to solve this. Pathetic service. I need assistance, please!