Standard bank giving me the runaround for my claim

I had a building/bond insurance with standard bank which was cancelled this month, I still have until end of June covered with them. This morning I woke up to a burst geyser. Since I am still covered with them, I logged a claim to get them to help with my Geyser, the first consultant I spoke to said he can see my account was logged for closure but I am still covered until end of June, but, then he said his system is not working, he will get someone to call me back within 2 hours as all the consultants were busy, this was after he confirmed with the team leader on what to do because my account shows I requested that they close it but still covered until end of June. After 2 hours I called again as they haven't returned the call as promised, the next consultant after speaking to her team leader again tells me that to process my claim she needs to call their IT so they can open my account as it is now in closed state and she can't process it. I don't understand how and why, my claim should be processed as I am still covered till end of June. All I see is them buying time until end of June so they can come back and say I am not covered anymore. Please help!