HORRIBLE EXPERIENCE

I logged a call for burst geyser on the and the plumbers replaced the geyser. The plumbing company the advised that there was damage to property caused as a result of the burst geyser. The builder came to my house for assessment and submitted a quote to the bank. The next call I received was from the builder who informed me that the bank had approved the claim and they wanted to come and do the repairs. I was uneasy about their pushing to do the repairs without the bank calling me since I had logged a claim with them directly and not the builder. My daughters were alone in the house and the I was uncomfortable sending unknown men to my house worse the bank hadnt called me to inform me about the repairs and exactly what was to be done at my house. I called the bank and queried this and then they apologised,i spoke to consultant by the name of Sonto.Then I received an sms that my claim handler is Lungile Legau and no direct line was not included meaning I need to call the call centre and wait in the line for more than an hour on 3 occassions. I called again to follow up, Sonto answere and informs me my case handelr has changed to Lungile Nkosi.This person has never called me until I called and was informed my claim handle has yet again changed. I then request that the repair cost be padi into my account as I was not happy with the builder appointed and how this matter had been handled. Please note that I have never received a single phone call from Std Bank Insurance.WHen I requested for the funds to be deposited into my account, I was informed that my account was in arears and they can not process my claim unless I settle the arears and produce proof of payment or produce proof of arrangement. I made an arrangement and submitted the proof, no response so I called again, Sonto answers and advised that I send the arrangement to her and claim handler. I sent it through and still nothing happens. I then called the bank and was told that they will not be processing the amount into my account because I once submitted a claim for the same damages in 2018. Their approved builder went to my house and did an assessment, sent the quote through and was approved as he wanted to do the repairs the very following week. No mention of the previous repairs. No mention of arears owed. Until I request for the funds to be processed into my accountI have never received a call from Std bank insurance, I only received automated responses from the mail I send them. None of the case handlers have called me despite me sending the survey to rate their service.....