Standardbank home insurance are useless!!

On 17 March 2019 I sent an email to ********** ********** ********** requesting the following: Please urgently send a technician to our home address (74 Geldenhuys street, Randpoort, Randfontein) to repair our alarm system. We suspect that it was damaged by lightning and is not working to the extent that it is a security risk. Please advise should we get the security company to repair the system and claim back the cost from the insurance. Kagiso Modiga eventually contacted me on 22 March informing me that she received the claim and that she will be sending a technician out the same day. To date however no one has contacted us again or came to the property to assess the alarm system! We are STILL sitting with an alarm system that switches off randomly during the night and when we are not at home! I have called the EMERGENCY contact number for home insurance ********** to no avail! I just hung up after 30 min and all my airtime, no one answers the EMERGENCY number!!!!