Bad Service SBIB

The worst customer service experience ever. Had an accident 20 September 2019 heard nothing from Standard Bank for about a month. Called them they advised yes the claim was authorised and they said the panel beater will send a message for availability. Received a sms two later from the panel beater. Vehicle was taken in and the vehicle is now ready for collection. I was notified that the excess would be R4500.00 but the policy was sold with an excess of R2500.00. Called in to equiry the excess, I was advised that they will have to draw the call and listen to the convo which takes more or less 5 days. Advised them that the vehicle is ready I wont collect the vehicle until the excess is sorted and I will not pay for the storage fees either that the Panel beater will charge. The advisor said they can mark it as urgent and should receive feedback the same day, no call received (also no surprise). Called in this morning they have no feedback on the Convo, the lady said that Standard Bank will not pay for the storage fees, I said neither will I. Advise her that I will take the matter to the Ombudsman and all she could answer was mmmm. Advised her that I don't want to pay the excess and they give me refund because they have very bad service and will more than likely wait 2 months for the refund answer: mmmm. Advised her that other companies can authorise a claim in 24 hours or less and they take a month but if you dont follow up then you will also hear nothing from them. I also sent all the information the recovery department at Arangies on the 25/10/2019 to which I have also received no further feedback. So i don't even feel that there is hope of a successful recovery of the excess either.