Home loan insurance claim repayment outstanding

I'm not quite sure what's going on with the home loans insurance department at Standard Bank, but it appears to be quite disorganized. First, I heard about my claim three months after I submitted it, and it was approved. In the meantime, I had to pay the suppliers for their services. Eventually, when I received a response from them, they gave me a case number and asked me to send the documents for the claim repayment. However, the email address they provided didn't even work; it bounced back. Now, I have another claim, and all I've been told is that it has been approved. I've been waiting for weeks to find out which part of my claim is approved since I have three items on that one claim. They sent a plumber without informing me that since I had already hired one, they needed his reports. We all waited until seven days later when someone called to say they were waiting for my plumber's report. This is just a complete disaster. Standard Bank has gone from being a top bank to the worst. If your money isn't being ****** from your bank account while you sleep, you get this kind of service from your home loan insurance. They are quick to increase the insurance but disappear when it's time to make a claim.