Bad insurance

I am highly disappointed in the manner in which my claim has been handled. The claim process was not explained to me. I had to call the plumbers and standard bank everyday to find out the status. 3 plumbing companies were sent out and the leak was not detected or fixed. Standard bank tells me they are going to pay me R1700 and I must pay out of pocket to find my own plumber. What nonsense is this? If I knew this I would have never taken this insurance. No clear direction! My claim is open and no feedback from them. Called the complaints department, they were going to send me a reference via email and I received nothing from them. Bunch of ****mers