Claims service is pathetic

I had a fire at my house 3 weeks ago on phoning the 24hr help line to lodge the claim the lady that assisted me was more concerned about the R1200 excess that I must pay after explaining to her that I need a plumber to my place immediately as we have pipes that melted and water running everywhere she could not assist until I confirmed about the excess . The next day I phoned just to be told that no claim was lodged and I had to start all over again. I was told that they would send an assessor not concerned about the running water 2 days later the assessor came looked at the place did his report and send various providers to do quote ..my water is still running after a week I phoned to ask what is happening a plumber was sent out he fixed it after he left he had to come back to fix the pipes again as it was still leaking ..nobody phoned to say anything about the rest of the damages I have made 4 calls to them as my husband built our home we requested a cash settlement every time I phonereply is the file is with management to sign off and nobody has management contact number it's been 3 weeks no one not one of Standard Bank Insurance staff has phone or emailed us to let us progress on our claim..we are just ghost as far they concerned the call centre staff just want to get rid if you and they want you to rate there service