Customers not treated as persons

I am a Standard Bank pensioner and, although I do not expect special treatment nor do I want to report on my old Company, I do expect common courtesy from the Standard Bank. Waiting on the telephone for a reply for over 45 minutes is not acceptable, neither is the transfer of e-mails from site to site. My insurance claims arose from lightning damage to the motors for my automated gates and garage and to my refrigerator. I have been told that I should have waited for a Standard Bank assessor before doing anything. This is obviously not possible with gates and garages and because I got the original installers to replace the burnt out motors, my claim has been repudiated. Through ignorance we did not realise that we had to keep the ruined motors safe and secure. My treatment by the Standard Bank Staff member has been one of mistrust, lack of empathy and I get the feeling that she thinks that I am some sort of charlatan trying to take advantage of the Standard Bank for R12000,00. My refrigerator was examined by an assessor and I have been told that I would, perhaps, get reimbursed for the refrigerator rather than having it repaired. It is now six weeks since the refrigerator has been out of order and, with this summer heat, one would expect that an sense of urgency and sympathy could have motivated the staff, especially as this was over the Christmas and New Year Period.