Absolutely Bad Service, or Rather NO Service

Please note I am extremely disappointed in Standard Bank Insurance's service thus far. I logged the claim for a leak in the geyser cistern on Sunday and up to date no repairs have started. I in the first regard had to follow up with Standard Bank, After being on hold for over 20 minutes just to get through. I tried to explain that the matter is urgent as I have no hot water since Sunday. I have a 2 year old daughter as well and that makes things very difficult. I explained to the plumber that came out around all the damage and repairs, as well as the contractor that needs to effect repairs to all the resultant damage. I also noticed that the alarm in the bedroom is also damaged due to the water, which I promptly communicated to both the plumber and contractor. To date I still have had no one come out to assess the alarm. I was told that the claims handler would be keeping in contact with me on Tuesday. I have had no response at all. I am really disgusted with my experience thus far. I have been a loyal Standard Bank customer for 19 years. I am seriously thinking about not only cancelling my insurance policy but all my standard bank products.