Seriously ill service from Standard Bank homeowners insurance

Good Day,

Pertaining to my standard bank homeowners insurance, I have been having a thermostat issue on my geyser from the 4th of March'19 & have called out over 100 min of talktime on my cellphone over the last 3 days, just holding on trying to get hold of someone to register my claim. After 2 days I was forced to get my own service provider to replace the thermostat, as I still cannot get hold of anyone online or via phone to register my claim. And i've been washing & showering in ice cold water for 3 days now. My installments are always paid ontime & in full each & every month, but now that I need them, it's impossible to reach them. Seriously disgusting service & i'll immediately start searching for alternative home owners insurance...