Standard bank home insurance a disaster

I have had a horrible experience since I put in a claim for a burst geyser. I have wanted to convert to a gas geyser and since the incident it was a perfect time to do so. That would mean that the Insurance would have to pay me out for my current geyser and all the extra costs of installation would be covered by me. I was promised a response in 5 working days time. This was on 19/01/2021. There is still no feedback from standard bank. I was just holding on a call for 20mins, low on airtime and requested that the lady who answered the call to call me back. She still hasn't. My emails have been redirected to the self help website. N the website is quite useless too. I pay for insurance so that my life would be made easier if a disaster occurs. The service from standard bank is a disaster. They should be paying for my airtime too.