Standard Bank Insurance won't help with burst geyser and very poor customer support from them

My Geyser burst, and after having paid insurance for 4 years without a claim, Standard Bank won't pay. The company that supp**** the geyser have gone into liquidation, so can't honour the 5 year warranty. Standard Bank are making me chase them to claim. I have been trying to contact Standard Bank Insurance for 5 days, holding on for up to an hour at a time, then I get cut off. When I did get hold of them, 2 different consultants promised to come back to me....no one did. I asked for a team leader to contact me....no one did. This was an emergency claim, which should have been handled in 24 hours, but 5 days later, no hot water in a house with children....what a nightmare. Its now been 8 days, and still no follow up. This is very poor from Standard Bank Insurance.....what have I been paying my insurance payments for, for the last 4 years?