bad insurance claim

There was a fire at my house 2 months ago, I have not received any satisfaction from standard bank, I called into the call centre today to speak to a rude agent who was not able to give me a turn around time for payment of my insurance who just put the phone off in my ears ,meantime I am fixing my property with my own funds and standard bank insurance has not come to the party and there rude ********, rude agents cant tell me what there turn around times are, I have been paying my insurance since day one but when we claim they don't assist you like they should.