SBIB appoints plumbers who don't want to help

We have home owners insurance with Standard bank.<br> Geyser burst in our house needing to be replaced, we cut the water and logged a call on 24th April with Standard bank Insurance services. They gave authorisation to MCT plumbing company who did not want to do the work (long weekend) . We complained to SBIB and they promised to send somebody else which never happened. <br> On Tuesday 28th April MCT called us again indicating that they were going to send a team to do the job, which again never happened. <br> As result, the geyser remains switched off for over a week now. Why is Standard bank using unreliable plumbers? Why do we need such insurance?<br>