Standard Bank Home Insurance

I saw lot of water pouring down from my roof on the lawn on Sunday evening 22 June 2025. I took a video & contacted the contractor who installed that geyser. He said it had burst, but he would come inspect it on Monday, which was the next day. He couldn't make it. So, I reported a leaking geyser on Monday 23 June 2025. My claim was successfully captured, but I never got an sms regarding the appointed contractor. I kept calling Standard Bank Insurance without getting an answer after holding for 29 minutes on each call I made. I fully understood that they were very busy. The contractor of Sunday, who said it had burst, eventually came on Tuesday 24 June & confirmed his diagnosis. I must pay his call out fee. The geyser needed to be replaced. He went home to check the details of the manufacturer in order to establish if the warranty was still valid/active or expeired. He called back to say it had expired and I needed a new geyser. He would not do the work without being appointed. I understood & waited for my insurance without getting anything. On Wednesday 5 June 2025 around lunchtime, I called Insurance again & held on for 30 minutes. I was assisted by a gentleman who was also very professional like Nomsa Nyaweni. We spoke for about 16 minutes and the call got cut off due to airtime. I immediately loaded more and called back without getting an answer. I then wrote a complaint to Standard Bank on Wednesday night. This morning on Thursday 26 June around 12h00, I got a call that a contractor is on his way to do an inspection. Imagine 4 days without hot water in this cold weather & with school children while you never failed to honour your monthly premium. They indeed arrived just before 13h00 & confirmed that the geyser had burst & left. When insurance (Nomsa) called me, I had to voice out my frustration with their treatment & non-prioritization of my claim. She indicated high volume of calls as the problem & apologized. I forgave her and requested that she helped me. She contacted the contractor to ask them to prioritize my claim. She then said the contractor would call me to indicate when to expect them for replacement and there's a possibility of same day. I am still waiting in the cold with my Flu that I caught on Tuesday. Maybe due to lack of hot water when bathing.