Nil response on an insurance claim at Standardbank Insurance

I made a call to Standardbank Insurance on 21 October 2019 to log a claim on a burst geyser, after I decided to appoint a plumber to replace the geyser as you battle to get through by telephone to their claims department, spending hours listening to their adverts and how "important" your call is. I spoke to a "Dineo" who gave me a claim number 19/082914. Today I phoned again, call answered by an obviously *********** person. eventually I was informed the he will speak to Dineo, again no result! During the call there was a loud discussion in the background, making it difficult to understand the person supposedly "assisting" me. How long does it take Standardbank Insurance to resolve a claim? Poor service!