Unsolved Claim

We have logged a claim with the standard bank insurance on 25/09/2021 and the plumber came on 26/09/2021 to fix our geyser. We were told by a plumber that they need to replace Element, Casket, and demo start because they are broken. I send a detailed email to *** because we were not happy that our geyser is not going to be replace , we have been experiencing problem with our geyser since 2016 and the insurance have been fixing it temporally. They only want to replace components for which we need to pay R850.00. My husband receives an Sms from the standard bank from Chauke telling us he will assist with the query. 3 days later no call, no email then he decided to call them today only to find out that they claim they didn't receive any email and had to be transferred to 3 different consultants explaining our frustrations and get to be told about that the policy that they changed off which we not informed about those new policy. We only hear about it when we log a claim.