SA Homeloane Insurance - terrible service

I submitted a claim to SA Homeloans insurance on the 25 October for a blocked pipe leading to my pool pump; my initial call promised a claim that would be handled quickly, I am afraid that is far from what I am still experiencing. They appointed a service provider to come assess the problem, who advised on a course of action (the pipe would need to be flushed with water flowing in the opposite direction ) I was advised by SAHL that I would hear back from them in two working days, this was not the case and my regular calls which were returned very infrequently ended up with me getting feedback five working days after the initial inspection. I then received an email from them stating they would pay money into my account to have the work done, I contacted the service provider they appointed, only to be told they could not do the work as SAHL had rejected the report they submitted. I eventually got a call from a manager at SAHL who seemed to be fixated on replacing the pipe (a much more extensive approach) and she advised that SAHL would not cover the cost of leak detection???? At no point did I state there is a leak, her constant refusal to want us to proceed with replacing the pipe lead to me becoming quite heated in my tone (I regret having done this, but the manager seemed to be set in her decision and I felt she was just not listening to me) We finally concluded the conversation (still a heated tone) I heard back from SAHL via email the same day (Thursday 2 November ), the email stated they would get back to me on Friday, it is now Monday and I have yet to hear back from them. I have expressed on a number of occasions how time sensitive this issue is, since it is summer, the pool will start to suffer the ill effects of a pump that is not functioning properly. Tardy responses and failure to listen to the clients needs is just terrible service. While insurance is a grudge expense, we pay it to provide peace of mind, the amount of pushback and fighting one has to do to get a claim actioned though is just unacceptable. Shame on you SA Homelands, for the poor service and unwillingness to help a paying client.