Disappointment with Claim Resolution

I am writing to express my deep dissatisfaction with the service provided by Standard Bank Insurance following a recent incident. On the morning of April 16th, we submitted a claim after experiencing a break-in during which our backyard wall was damaged. The consultants assured us that assistance would be provided promptly. My husband opted not to go work that day in anticipation of their support. Unfortunately, we were not assisted that day and that night the we were unable to sleep due to concerns about the security of our property, which is now exposed to an open field and a major highway. Despite our efforts to follow up throughout the day the following day (17 April), we were met with unfulfilled promises and a frustrating lack of communication. By the evening, after considerable back and forth with a consultant, we were informed that we should either take steps to address the situation ourselves or await further assistance until Tuesday, April 22nd. As I write this correspondence, I am outside in the cold, assisting my husband in making temporary repairs to the wall in an effort to restore some sense of security over the long weekend. I am profoundly disappointed with the level of service provided. It appears that the focus lies more on collecting premiums than on delivering the assistance that is expected of a reputable insurance provider. This experience has significantly undermined my trust in your company.