Absolutely pathetic service and customer service

Pathetic service from Standard Bank, we had a leak in our bathroom. Reported 27/01/2023, the plumbers came and repaired the leak. After which the builders had to come out for replacement quote of tile and section of bath that was removed to repair the leak. According to them the toilet has to be removed by the plumbers so they can replace the tile. The plumbers said it's not needed and Standard Bank says they don't cover it. So now everything is at a standstill and I had to phone multiple times to follow up as Standard Bank has not contacted us to inform us of the progress or supp**** any feedback. I don't know why we should pay for this insurance if this is the way it is handled and we are responsible for additional costs related to the repairs being disputed by the builders/plumbers. Definitely changing our insurance and would not recommend to anyone!