Standard bank - useless as always

The only way I can get assistance from Standard Bank Homeowners Insurance is through hellopeter! So here goes, Geyser burst on evening of 13/4. Claim submitted on 14/4 before 8:00. No feedback, Plumber came to assess and can't work on the electrical / solar geyser. Standard bank does not reply on my e-mails. Calls are useless, I hold for 10 mins at a time. The stupid tracking app doesn't work. I have to constantly follow up - is that not their job to keep me as the customer in the loop. So now I am constantly phoning for info. Holding 10 mins just for a call to be answered..... Really - how many days should I be without a geyser and hot water. Please do your job and call me and get this sorted on day 3! REF: HLB/2026/497134