Bad service and non payment

I logged a claim for my damaged floors due to water leak under my bath on 29.06.2017 and the claim is currently pending. To date I have had no feedback from the case handler. I have had to phone the call centre on numerous occasions to get feedback regarding this claim. I spoke to John at the call centre on 30.08.2017 who advised that he eventually managed to receive a quotation from the service provider and that the quotation came in at R50 000.00 ( I believe all calls are recorded). He advised that he will send it to his manager to authorise and sent me the Agreement of loss. I followed up again on 31.08.2017 when I did not receive the Agreement of loss, only to be told a different story. He advised that they are not going to pay to have the passage floor repaired and have to request for revised quotation from the service provider, and to make matters worse they are requesting a revised quotation from the same provider, "Darock Flooring" who has been dragging this case on for months. Having to go back to the service provider is like dying a slow death. True to my word, it’s the 3rd day and they are still struggling to get a revised quote from this company. Standard bank is not concerned about the service level agreements of the provider and in my opinion the longer Standard bank can drag on this matter, the better for them. However, I am the client who pays my bond monthly and I am entitled to the benefits under the structural cover for my home. John also advised that due to a claim being rejected in 2016 (16/068742) when I complained about the same problem, Standard Bank is now refusing to repair my passage floor. I was only advised in 2016 that my claim had been rejected, without giving me a reason for the rejection. When the problem escalated I decided to put in a claim again and if Standard Bank made use of a reputable leak detection company the first time they would then already have picked up that the damage to the floor was because of the leak under my bath. How was I suppose to know I had a leak under my bath. The current service provider is not bothered to give a quote and just continues dragging on the matter and the previous service provider didn't bother to do a proper check. We the consumers are at the mercy of these contractors who are not concerned about doing their jobs properly. I deserve to be treated with transparency, fairness and my request should also be handled within the normal timelines.