Poor Service from Standard Bank Home Loan insure

I made a claim to Standard Bank in June 2021 (21/048149) to which an assessor and subsequent the service provider was sent for the building insurance. my water pump was ******. Not even a week after they installed it, it went leaking and the service provider told me it's a factory fault and after that it has been leaking since until now. I did tell the assessor who was onsite. Every time the service provider takes the pump away I am left to find my own way how i get water and neither the service provider nor Standard Bank insurance cares. It has been 5 day now without water I cannot get anyone at Standard bank to help! This is rather pathetic service at best.