Extremely Disappointed with delayed response and poor service

I am extremely disappointed with the service I received regarding my boundary fence claim, registered 21 February 2025. After receiving the claim number and agents contact details, I attempted to follow up but encountered no response as the service provider had not contacted me days after the claim was registered. The agent's number, given to me by himself was inactive and my emails to him went unanswered.

I called the helpline again for help, the first agent dropped my call and the second agent tried to assist by calling the service provider. The service provider (who is based in Gauging, approx two hours out of the province where I stay) indicated that he would be here to assess today 28 February but he needed consent / approval from the insurance for travel reimbur*****t. The standard bank insurance agent indicated she would finalise the reimbur*****t and call me back. Again this didn't happen and we tried calling the service provider to confirm if he was still coming, he didn't answer his phone all the time so I call the help line again.

After calling again today, I was told by yet another agent, that Standard bank insurance does not have service providers in my area and thus approval for out of range travelling is still pending. This is unacceptable as the matter has now been ongoing for over a week, leaving my family, game animals and property at risk.

I have requested to speak to a manager, but Im still awaiting a response. This level of service is truly disappointing and I can see that my dilemma and risk is not being prioritised or taken into consideration. I certainly do not feel like a valued customer.