Lemons for Standard Insurance Non-Response

I was away for the Easter weekend and during that time, a pipe burst in my home. My next door neighbour advised me of the incident on Wednesday, 4th April 2018 when he went to check the house on my behalf. He called me immediately on entering the house and told me that water was gushing from a pipe in the kitchen. Not only was the kitchen flooded but so was the passage, living area, two bedrooms and one bathroom. I was still away on leave but immediately attempted to contact Standard Bank Insurance to advise them of the problem. I hung on for some 5 hours in total but was not able to get through to anyone in their call centre on 4th April 2018. I was finally able to contact them at 08H00 on Thursday, 5th April 2018. They appointed a contractor in Durban to assess the damage to the carpets / flooring despite me advising them that Durban is 100+ Kms from Howick while Pietermaritzburg is only 20 Kms from Howick. The contractor/assessor advised me that it was too far to come to Howick for one job and they would come when they had work which would make the trip worthwhile! In the meantime, now over two weeks have elapsed and the house reeks of rotting underlay and carpet and nothing has been done because the contractor/assessor who came up to Howick on Thursday 12th April, can now not get through to the person at Standard Bank Insurers who has been nominated to deal with the claim! The phone just rings unanswered! I have been advised that I cannot lift the carpets &c myself as this might prejudice my claim. I also cannot live in the house as in addition to the stench, walking on the carpets is like walking on a wet sponge. To add insult to injury I have been told by the assessor/contractor that only the underlay will be replaced. The fitted carpets will be removed, taken to Durban, steam cleaned and then returned to be re-fitted. All this could now take up to 6 - 8 weeks as the concrete under the flooring will have to dry out before the carpets can be fitted again. I also have had no communication regarding the damage done to kitchen and bathroom cupboards and the skirting around all the affected rooms. I have tried every day to contact the SIL call centre to track my claim with absolutely no success - cannot even get to speak to a "consultant". In addition, I have written detailed emails to the claims department and directly to the person nominated to deal with the claim and have still not received any kind of response despite my pleas for acknowledgement of some sort. Stay away from Standard Insurance! In the past their service was excellent but on this occasion they deserve at least TEN lemons!!