Bad pathetic service from STD insurance

We had hail damage on the 9th Jan 2016. We logged a claim and the contractor came out to view the damages on 16th Jan 2016. I never received any feedback and to call the call centre you hold on for 30 min + and just to get cut off!! Logged a complaint with the complaints department.....well they are just as pathetic as the rest of them!!! Tried again to get any feedback today, but was told to hold on....for more than 15 min and the call got cut again....no one ever calls you back. With all the recent rain, the damages are becoming even more than what was originally claim for....but its just that they don't care!!!! I highly advice people NOT to take out ANY insurance with STANDARD BANK as you pay for years and years your premiums and the ONLY time you need to claim....they don't care!!!! just ignore you and getting no answers!!!! My next step is the ombudsman.