standard bank poor service

We have received poor service from standard bank home insurance. Last thursday morning water was dripping through the ceiling. We complained to std bank, they sent a plumber out to assess the problem. He notified us that the geyser had burst. We havent heard from std bank or the plumber since then. We called std bank today for over 40 minutes with no joy. We sent 2 x call backs on the website with no response. We had family come over the weekend and inconvenienced with no hot water. I even went into std bank and they tried to call on the help line for over an hour trying 2 x different phone numbers with no joy. We called the plumber and he would'nt give us std banks direct contact number in order to resolve the issue. 5 days later still no reply from std bank. Is this what we pay insurance for ? Extremely disappointed