Standard Insurance complete lack of service

A year or so ago, service was excellent, however it seems now, there is no way to get a simple thing like fixing a burst water pipe done. I have logged a call two weeks ago, which in itself was a a very long procedure of being on hold on the phone for hours. I have spoken to 5 different consultants (Which I reached, they never got back to me once) each unable to help or get back to me. Since water has been gushing out the pipe for two weeks (Which i will have to pay for...), I had to get my own plumber out and pay for the work myself. It seems there is absolutely no interest from Standard insurance to fulfill their obligations.