Horrible service-insurance claim

In the beginning of Nov 2023 I lodged a claim with standard bank insurance for leaking walls in the bathroom.a turn around time of 10days to complete repairs was promised. Subsequently an assessor/contractor was sent to my house.he did his assessment and took photos and sent to the bank.he then advised that I can use my own plumber if I did not mind as the bank will reimburse me and I must tell him when I am done with plumbing for him to come and do brickwork. I then got my plumber come and do plumb work to which I had to replace the galvanized pipe and bought required couplings and paid the plumber R1100. I then informed the contractor plumb work was completed as agreed.Standard bank consultant Kagiso Moipolai made a follow call to say they had appointed a local contractor to come do brick work and I must give them R500 excess as the will also replace bathroom tile. The building contractor came to do brickwork and plastering of the wall and I paid the R500 excess.they took tile sample and promised to return as soon as possible. Subsequently I then forwarded Std Bank consultant Kagiso Moipolai all the invoices as per agreement (i.e.plumbing material invoices;plumbing labour invoice and building contractor's invoice for excess;2weeks later I sent Kagiso Moipolai a follow up email to verify if he did receive my email with invoices attachments but he did not respond,pursuant to that I wrote a follow up email complaining about their pathetic service but to no avail.i then wrote an email to customer complaints with all previous attachments of communique;invoices and got the response which promised that their consultant will call me before 9hrs lapses but to this day Std Bank has not bothered to call until 2023 came to the end. At the beginning of 2024 I pursued std bank customer complaints yet again with a follow up email on their promise but it fell on deaf ears despite their mission and vision statement in which they pride themselves,to add on my frustration is the fact that neither has the appointed building contractor ever bothered to call just for an update on their quest to find the similar tile nor do they answer my calls.

I have had a very horrible experience and the highest level of unprofessionalism by the so called Big bank where I have never missed a single installment of my bond and assurance part of it. I am very much disappointed in their poor customer service and the worst for me is their audacity to just totally ignore my correspondence.i will stop at nothing to humiliate Standard bank to give me the service that I deserve as their customer.(allow me to furnish the ref number later as I will refer back on previous emails) Regrettably yours Mr Sithole S