Very poor service

I had a burst Geysor and had to have it fixed. I could not get through to Standard Bank at all. So I had to get a plumber to come and look at it. He was an approved plumber so he said I should be able to claim back as long as we let Standard Bank know. We finally got through to Standard bank and they told us all the documents we have to submit to them. We submitted everything but cant get a hold of Standard bank at all. This service is absolutely terrible. And we have no idea if we will be able to claim any money back. Whats more worrying is if we did not get someone else in we might have had a Geysor that might have burst or be without warm water for a few weeks.