Gross incompetence by Standard bank

I have not been able to be rightfully serviced by Standardbankinsurance for 19 full days as a homeowner. I have called/emailed for more than 5 times including Emails to escalate Managers to date. They send SMSs of approved contractors but if you make a follow up: Standard bank is still working on it, contractor knows nothing. I have an open bath incomplete, not closed, no tiling to date. Last call I made to the bank today got cut in my face.