Don't expect any help from Std Bank Insurance if you have a claim

2 weeks ago I had a geyser burst. I immediately submitted a claim via the phone app including photos, the app gave me a slot as to when someone should contact me. Luckily I contacted a local plumbing company who was able to assist. Nothing from Std B Insurance. Followed up a day later nothing. Asked my private banker to assist who forwarded to someone in the insurance section. Well that didnt help either as two weeks later no one has contacted me to assist with the claim, the ceiling damage, nothing. Only reaction I have had is after submitting the invoice for the plumber I paid for they requested a COC. I queried the type of COC to ensure that I got what they were asking for I have had no response. I have now taken out new insurance that will result in a monthly saving of R800 but I would like Std Bank to at least honour their insurance. It boggles the mind that a company like Standard Bank thinks this is acceptable service/ practice.