Standard Bank Insurance not getting back to customers!

I have been trying to get someone from Standard Bank Insurance to send a contractor out for water damage since 30 September 2022. I have logged a claim online, phoned, sent emails and tried phoning again. No one is coming back to me! I am sitting with a pipe that is leaking in my house and causing further damage and I can't get Standard Bank Insurance to even send out a contractor! How long will it take after a contractor was here to repair the damage if it takes them well over a week to get a contractor to me?!