Insurance claim for water damage

We have submitted an insurance claim in April 2017 regarding a water leak at our garden flat and water damage to kitchen cupboards. The damaged cupboards were taken out by builders appointed by the bank but were never replaced because the leak was not properly fixed. After several calls and emails to Standard Bank over the coming months we had no alternative but to allow our tenants to vacate the property at the end of July which resulted in no rental income from the property. We decided to get a contractor to fix the leak and to replace the damaged cupboards. We incurred huge water bills as result of the leak since April and even received an email from the City of Cape Town in respect of our water usage. Because we complained Standard Bank registered a second claim for the water leak and now wants to only reimburse us with R2250.00 after deducting R750 for another call out fee after we already paid R750.00 for the first call out (for a job not done properly). We have sent the quote for replacing to cupboards to Standard Bank on 11 August 2017. They said the will sent the quote for auditing but up and till today, 23 August 2017, we received no word from them, and meanwhile were are paying for the repairs from our own pockets. It begs the question why we are paying for insurance. I called the call center today and received no answers to my questions and mere promises that they will come back to me. It is inexplicable why it has taken Standard Bank Insurance since April 2017 to deal with this claim properly.