Appalling service from Standard Bank on our claim

My retainer wall collapsed due to the recent floods in kzn on the 12 April 2022 i reported it and an assessor came out viewed the damages and approved claim but standard bank has been messing around with my claim . I have been going back back forth for claim payment,the assessor told us to go ahead and engage with a contractor to start the job which we did with our personal money being invested but Standard bank had failed to assist us efficiently I spent so much time and airtime contacting standard bank to have each consultant tell me different feedback but nothing constructive.We have been running around since the 12th of April 2022 which seems ridiculous that any client has to be put in a situation like this. Finally on the 02 May 2022 a consultant named Joyce who was handling the claim said payment is going to be made and we must forward our bank confirmation letter which we did.Payment was then done into out bond explaining its more than 10% of the bond amount we were advised once its put into that account We can contact the bond dept to make payment into our account.We contacted the bond department and on Saturday 7 May 2022 the money was reflecting in the bond account the consultant advised for payment to be made into our personal accounts we need to send joint letter and stamped bank confirmation which we did on The 9th May I contacted Standard Bank the lady logged a service request stating by the 11th I will recieve the funds on the 11th I contacted then to find out that now the payment can't be done all at once I need to fill another form which is progress payment and an assessor will determine how much we get paid at each progress payment that is submitted we had kept following up to only recieve empty promises from Standard Bank. We have paid our premiums and extra into our bond but this service and money that belongs to us is not getting paid ,I Need this resolved or I will be engaging with my lawyer as standard bank did not lay out the steps of the claim process and I kept being misinformed.i need my claim settled and paid as I already have invested my personal money....