Standard Bank Home Loan Insurance Warning

I've never experienced such poor support from an insurance company. We had a burst geyser on the 5th May and the plumber is still waiting to be paid and we still waiting to have the hole in our ceiling repaired. What is the point of having insurance when we now have to pay the Plumber in our personal capacity because he is under pressure to pay his suppliers coming up to month end. It's not fair on the Plumber nor ourselves the insured.