Wheres the service?

Our gate motor was ****** on thursday 17 June 2020. To date we have had no contact from Standard bank except for a claim number. We have had to hold on for over 30 minutes or until we are eventually cut off. How is it possible that Standard bank never falters to collect moneys due to them, but when I need to claim, they are impossible to get hold of. My family and my property are now HUGE targets for ********* as we are unable to lock our gate. I pay for the insurance for such instances, so that I won't have to fork out the thousands it will cost to replace things like this. Now what do I do? Obviously moving to another insurer is the only solution.