Reimbur*****t

My homeloan is with Standard Bank. I had a situation on Monday where my geyser was problematic. I called standard bank insurance, cannot remember who i spoke to unfortunately and the consultant advised me that they can only send someone out to my house on Wednesday. I could not wait till then, so i got an electrician to come out via Swiftcare home assist. I paid the electrician R2100.00 to replace the thermostat and the pipe in my ceiling as it was broken and was about to burst. This morning I called standard bank in order to submit the claim to them for reimbur*****t and they informed me that they do not do reimbur*****ts as I was suppose to make use of their services. Now I am a mother of two kids age 4 and 6 months, was I suppose to go without water for 2 days waiting for standard bank? I find this appauling and totally unacceptable. Every month i pay my buildings cover insurance, and this is the service I get, I mean really. I'm APPAULED... Totally APPAULED.