standard bank just dont answer the phone to lodge claim, but new business answer immediately.

I had a burst geyser 17 December 2017. If been trying to lodge a claim sins then. Even today i phone again, and drop the phone after 22 min holding. I have been trying to phone standard bank sins December 2017, and to today, just can not get someone at standard bank to answer the phone to lodge my claim. I now have to pay for these work out of my pocket, thou my insurance that i pay for every month, cover these damages. PLEASE help.