Literally the worse service ever!

Structural collapse claim delayed! I registered a claim last week after our chimney collapsed due to heavy weather conditions causing severe damage to our roof as well as our neighbor's carport and parked car! The assessor came out on Friday afternoon and still no report has been submitted and no way forward regarding our claim! The hole in the roof is now open and vulnerable to more water damage due to the current on-going heavy rains. Never mind the fact that people now have access to our home via this hole! Standard Bank has no regard whatsoever for their clients that are diligently paying hefty monthly installments! It is in the middle of winter, and Standard Bank is literally dragging their feet to get this claim sorted out! In the meantime, we're stuck with a hole in the roof, awaiting more damage to happen to our home! We can not afford to stay home to make sure that our home contents are safe until Standard Bank decides to attend to this problem! I am on the verge of taking this to the ombudsman!