Standard bank insurance

Contacted Hone Assist due to geyzer leaking. No one arrived. A week later plumber arrived to say that geyzer needs to be replaced. Claim lodged phoned today claim approved but no contractor arrived. Std bank insurance is soooo bad. I have been trying to tell them that the water is leaking onto the ceiling... One would think that they would like to save money but alas longer the leak more damage. What does one do to get service from Standard Bank insurance🙈🙈