Useless standard bank insurance

I have experienced geyser problems it's going on 2 weeks now. I called them lodged a claim as I thought nothing happened. 30th of August I called apparently claiming was canceled by who I don't know. They said they reopened it its been 2 days no 1 has attended it. I must always wake up at 3 am to put water as I go to work. They really don't care n useless