Standard bank home loan insurance Terrible service

On the 1 May 2026 I show in my garden that water was flowing from my stop tap lid in my garden. I opened it and the water was spraying out. I contacted Standard Bank home loan insurance the devision that deals with house emergencies. I told the lady the problem. Some time later I got a call from the plumbing company that Standard Bank use to repair the leaking pipe. Later the plumbers came to look at the problem and took photos and communicated with their office all on what's apps I think. The plumber told me he can't switch off the water by the municipality stop meter and have informed his office and the water will be turned off later that day or tomorrow then they will repair the pipe. A few hours later I had no correspondence from Standard Bank insurance neither the plumbing company. I phoned again Standard Bank insurance and asked the lady what is the way forward I am loosing water and my account will be high. She said she will contact the plumbing company. A few hours later no correspondence from Standard Bank insurance and neither the plumbing company. I phoned again Standard Bank insurance to find out the way forward. Then this lady told me she spoke to the plumbing company that told her that I must phone the municipality to turn-off the water . WHY AFTER ALL THESE HOURS DO I ONLY GETBTHIS INFORMATION. THE PLUMBERS COULD HAVE TOLD ME THAT WHEN THEY WERE HERE AT MY PLACE. THEN THE STANDARD BANK INSURANCE COMPANY LADY ASKED ME "CAN YOU TURN OFF THE WATER BY THE STOP TAP."