Zero assistance - call line, website or e-mail... Why am I paying for nothing

Shocking that it is impossible to make a claim for a geyser. Firstly no one answers the telephone at the claim department and secondly the website insurance.standardbank.co.za does not allow me to make a claim. It requires me to select a future time even though I continually tried various future times. Then I also mailed so maybe they will respond in whatever time they consider as future time.