Liberty and Standard Bank dont come through for you when you in trouble, but they collect premiums

I pay Liberty\Standard bank monthly and recently my car was involved in an accident. Registered my claims on Monday, today it Thursday I havent heard from them. Consultant called Sebastian said he is working on my claim but he is quiete and ignoring my emails...no assessor called nothing. I am the one calling and begging, phones not answered You wait on queues for hours..pathetic service...