Standard bank Home Insurance Complaint

After many years of being a loyal customer of Standard bank they're being very economical with the truth regarding our home insurance. Standard Bank Insurance offered us a cover which we accepted and have a clear proof from them we are now being told it was canceled,by who where how and when is the information they cannot provide us with after a week of asking for it and asking how come we do not have any form of communication regarding the cancelation. We're now sitting with a burst geyser and the insurance is not being helpful at all. We were told three different stories by three different consultants and none makes sense. It is a very disheartening experience after so many years of being their customer and a third bond with them between me and my husband.