Making life harder!

On 8 November 3017 we noticed our solar panels for our geyser were leaking, so we called our Insurance provider Standard Bank. We received a quick response and within 2 hours a plumber was sent out to assess, which was great, however since then we have received no communication from Standard Bank. My husband called the call centre on 10 November 2017 and was advised that a cash settlement would be made as the cost of the panels is more than they would cover and he would be contacted. We had no feedback so on 13 November 2017 I called in again and was advised by the consultant there was nothing on the system so she phoned the plumbers and then told me there would be a cash settlement and she would get Charles(who is apparently in charge of settlements) to call me urgently..... still nothing so my husband called in on 14 November explained the whole situation and was told there was no records of any conversation or any progress so he asked to speak to a supervisor, he was told a supervisor would contact him and guess what? It's now 15 November and we still have no feedbac**** Is the only way to get help by Standard Bank Insurance is to complain on social media? This is the second experience we are having with terrible service and it's quite disappointing!