No assistance from standard bank insurance

In 2020 at the start of the COVID and the first lockdown the geyser in our house gave in. And a few weeks later the geyser in our flat as well. Standard bank insurance replaced both But at the time I asked that we do not replace the damaged ceilings. With COVID we asked if we can do that later once COVID is over. (Not knowing it will be 2 years before it will be under control) They confirmed it will not be a problem. They also phoned at a later stage and again confirmed it will in order to let them know when we want the damaged ceilings replaced. I phoned more than a month ago. I spoke to a consultant who said the claims are closed. But he opened it up and they will send someone to repair the ceilings. Nothing happened. I phoned again during the past week. I spoke to Gugu who said the claims are closed.( was supposed to be open???) She said she will open the claims and phone me back once it is open. I am still waiting. Highly annoyed at the level of service