Appalling Claims Service

I have submitted a claim around the 17 January for for eye level oven.

The procedure according to the consultants is for them to send out a service provider to access the damage. Each time I am asked when will it suit me for them to come and access the damage. Despite having taken off work and or made arrangements for someone to be at the house for the said service providers, none have come. I have phoned Standard Bank in excess of 4 times to followup/ query this. Each time the same solution , "we will send a service provider" . On my last call I suggested that I get authorisation to bring in my own service provider. I was then told that I would then fall under another department for this. After being put through to that department , I was told that they would allow me to call in my own service provider but would only pay R500 toward this and all further costs/ repairs etc would be for my account. As this option was obviously not in my interests, back to the claims department for the repeated 4/5 time story. Joyce assured me that the service provider would be there on 14/02/2020 and she would personally follow it up. NOTHING AGAIN!!!!

Judging by the many reviews it seems that Standard Bank Claims service is questionable. Is there anyone willing or capable at Standard Bank to assist me in this matter?

Frances Nell