Bad Bad service from Standard bank insurance company

I have been complaining, calling and sending countless emails claiming for the hail damage that occured first week of December. I haven't gotten help from standard bank insurance but empty promises only.

Today is the 21st of December, it's raining hard and my place is full of water. , I called and claimed from the 2nd of December to date No HELP at all. It's raining and there is water damage in my property.

Are they treating this ways because of my skin colour or it's bad service from them? I always trusted standard bank but now I think I should switch my bond to another bank that cares.