Standard bank insurance please answer the phone

I'm trying to log an insurance claim on my laminated flooring being damaged by a burst water pipe. I fixed the pipe myself as i couldn't get through to them on the weekend which i was fine with. Then i tried giving them a call on Monday. I tried calling 3 time without any answer. (30 min minimum waiting on hold) Two days later they phoned me about the claim i tried logging. They put me through to the next person, then put me through again, and again and again. Four times to be exact, and then now one answered again after waiting about 20 mins. I dont have time to be on hold the whole time, and i please need to have my flooring fixed. I also for Mondays to Fridays so being on hold on the phone for so long is interfering with my job. I just need standard bank insurance to attend to me and not put me through to someone else.

My point is when my debit goes off for paying them at the end of the month they get their money right away.