Below Standard service

On Saturday 17 June 2023 at 8h00 am our electricity box blew due to a water leakage which led to us having no power, we logged a claim with our insurance who messed us around all day -Standard Bank insurance, no surprises here. So firstly, I called them around 10h00 am on Saturday, explained the situation, they said they will get someone out to us that day and that a consultant will call us to confirm times etc. 2 hrs later I called them back as I had not heard from anyone, fortunately and by luck I got through to directly with a consultant who assured us that they will have someone come out at 14h00 that same day and confirmed this with my husband too. At 16h00 that day after nobody showed up we called them back only to be told that nobody will be coming out to evaluate and possibly sort our situation due to it being a weekend and that everyone is closed, nobody was ever booked to come out that day and we were basically **** to. We were then forced to seek an electrician directly while also fixing our leakage and water damage personally as they could only get someone out to us by Monday earliest. While the electrician worked at trying to fix our predicament, the damage was so bad that the outside electric box tripped and we were forced to log a call for CoCT to come out and switch the power from the box outside back on, a simple task; unlock box, flip the switch leave so that our electrician can do his job. CoCT initially told us that it would take 4 to 6 hours for someone to come out - this was at 18h00 which mean't they'd come at 0h00 that night. Nobody came. The next day, when following up with the city that works for you, we were told that we were given a generic response the night before and that it was negligence on their part due to the influx of calls due to the current Cape Town floods but that they will make sure someone comes through that day (Sunday, 18 June - still no electricity) Sunday came and went and it's now Monday, 19 June - 63 hrs with zero electricity, Standard bank insurance have yet to update us on a electrician either. We are a small family of 3 with a little toddler who is only 2.5 yrs old, it's cold, we have responsibilities that are dependent on electricity including one of us working from home and needing power. We are law abiding citizens who always pay their premiums and bond payment on time and this is how we are treated. I was a Standard bank customer for 13 years and every one of those 13 years I was messed around, was never called back after numerous complaints and and and. I finally decided to break away from them and join another bank but unfortunately my bond lies with them - the only good thing they ever did for me. Highly disappointed and disgusted. So here we continue to sit in the dark waiting...