EXTREMELY POOR SERVICE FROM STANDARD BANK

its been 2 months now since i contacted them for a claim. It took 2 weeks for them reply after i had to complain, then another 2 weeks to send out a contractor, i however asked if i could use my own contractor as he is currently busy wigth another project at my home. After a long wait a contractor contacted me and asked when they could start the repairs, i was confused as i specifically asked if can use my own contractor whom i trust to do a reliable job. I have written a email a week 2 ago. The same contractor phoned me multiple time over the 2 weeks to ask if i had made up my mind, and i have told them that I'm still awaiting on Standard Bank. I called yesterday and requested the option of a call back but nothing again. This morning again same thing. So I'm sick and tired of Standards banks incompetence and lack of professionalism. To date i have no clue what the claim total is.