Horrible experience with standard bank insurance

The manner in which @StandardBank insurance is so unreliable and ***********. Calling in for claim purposes and actually getting to speak to a consultant will take literally an hour, they will transfer you from one person to the next. I email all relevant documents and they do not bother to keep you updated or send any correspondence as to what do you need to do next. Not even an sms or email, I had to call in again and wait another hour to speak to someone only for them to tell me that my ID isn’t certified. Nowhere in their email did it state that I need to certify any of the documents. I have claimed with another insurer and they didn’t require any documents to be certified, so it’s certainly not logical. I DM’d @StandardBankZA Friday requesting assistance and they promised to call me back, I’m still waiting for their call