Bad experience

I have insurance with Standard Bank I phoned them on 20/04/2026, eventually after 6 hours of trying spoke to someone that told me they can not take new claims now because tje system is off but as soon as the system comes on they will phone me back. I requested a call back because the whatsup numember is useless, and was called back after an hour and was told the system is still of. Used the website to register the claim on 2026/04/21 still no feedback on 2026/04/23 received email requesting my ID number after I already registered the claim with policy number. I did speak to one of their agents explained to him about the damage and told him I am in the process of obtaining a quote for the damage and send it to them but still no awnser. What I don't understand I have been a client of Stanard Bank for more that 20 years and this is the treatment I receive. Luckily I also record my phone when I speak to some one. I think I must take my business elsewhere because this is not how you treat clients. Previously I was struggling to close my credit card it took my 5 days . No it is not good to be treated like this.