Standard Bank Home Loan Insurance - shocking customer service

I wish that there was a no star option, because they do not even deserve one star. If anyone is with Standard Bank Home loan insurance i would advise you to move your insurance asap! I am writing to formally request a review of the rejection of our recent insurance claim relating to damage caused by a burst municipal pipe at our property. On 16 December 2025, a municipal water pipe running beneath our boundary wall burst. Two weeks prior to this, we experienced a smaller burst pipe; however, at the time we did not believe the damage was significant enough to report to Standard Bank Insurance. The burst on 16 December was severe. The pipes had been installed beneath our boundary wall prior to our purchase of the property 12 years ago. We immediately reported the incident to UGU Municipality, who only shut off the water almost two days later. By that time, substantial damage had already occurred — our precast boundary wall had begun collapsing due to water saturation. In order to access and repair the damaged pipes, UGU used a backacter, which required the demolition of the remaining wall structure. As a result, our property has been left completely open, posing a serious safety and security risk. Our dogs have had to remain confined indoors since the incident. The claim was reported to Standard Bank Insurance on 17 December 2025. We only received responses to our calls and emails in January. A builder was subsequently sent to assess the damage and submit a quotation; however, we were never informed of the outcome or value of that assessment. After numerous follow-ups, we were informed that an assessor would be appointed. The assessor visited our property and indicated that he agreed the claim warranted insurance assistance. He requested that we obtain quotations from a precast installer, which we did and forwarded to both him and Standard Bank Insurance. Shortly thereafter, we received an SMS confirming that our claim had been authorized. Approximately one week later, my husband contacted Standard Bank Insurance to enquire about the next steps so that we could proceed with rebuilding the wall as soon as possible. At that point, we were informed that our claim had in fact been rejected. Throughout this process, our claim was handled by three different individuals within the claims department. Each time we contacted the insurer, it appeared that no one was fami**** with the status of our case. The level of service and communication has been extremely concerning. When we queried the rejection telephonically, we were advised that the policy only covers claims where Standard Bank fixes the pipes. This is inconsistent with our previous experience, as we had a similar incident a few years ago elsewhere on our property. In that instance, the municipality repaired the pipes and Standard Bank Insurance approved our claim for the related damage. Since this incident, UGU Municipality has relocated the old pipes away from our boundary and installed new pipes to prevent a recurrence. We respectfully request that this matter be reconsidered urgently, as our property remains unsecured. I have also obtained an additional quotation for the wall repairs, which can be provided if required. i have also tried to change my email address that they have linked to my profile which is still not changed something simple like an email address. this is the worst customer service that i have ever received please stay far away from Standard Bank Home Loan Insurance!!