Standard Bank Home Owners Insurance - USELESS

Lodged a claim for a leaking pipe and resulting damages. Service providers for resulting damages (ceiling and floor) have been, but still cannot get a plumber to fix the cause of the problem. Impossible to get hold of anyone at STB call centre. 3 x on hold for 17 minutes after eventually giving up. Asked for multiple call backs, no response. This is absolutely ridiculous. How am I meant to resolve an urgent issue when it's impossible to get hold of anyone??