insurance claimof burst geaser and now a leaking one

Ok so I got home and found my geaser is leaking and like any home owner called Standard Bank after hours Home insurance,and gues what they cant find my details and nor will they beable to look on another system and funny enoughI had the same problem lst week with our other property,first they could not find our details then the consultant just for the fun of it not log the call ,so when I called the next day there was nothing even logged on their system.They took so long and eventually their contractor called 3 weeks after we had to use our own contractor like they advised us too and send in the inoice ,and now it`s a hassle to get our money back that we already paid to the contractor, and so my geaser can`t be fix tonight which means I am sitting with a leaking geaser all through the night,this is not the first time I have a prblem with Standard Bank and it certainly won`t be the last but before aything else happens and they don`t bother I have to change insurance and suggest a lot of people to do the same.