Policy no: HLB*** - Claim logged about thhree weeks ago

We logged a claim on 1st February 2021 due to storm. We are with Stb Insurance since 2007. Not even to mention the last few times when we wanted to claim, either the excess is more than the damage or Stb got a excuse to pay out. This is exactly again a big struggle just to get our wall fix. It's now three weeks since we logged our claim. Someone came out two days after the claim logged. He took pictures to submit it to stb and this is now 19 days later!!! And no one calls us back. We even use the stb email addresse as follows to ask what is going on: *** *** ***

BUT STILL NO ONE, IT'S A DEAD END

Every time for about four times, I called Stb claims dept on 080 123 444, holding on for between 20 minutes to 45 minutes. Still no one call you back after this. My last call was last week on the 18the February 2021, I spoke to a Martha, confirmed that my claim was approved. I then asked why is it taking so long, she said they don't have any contractors available and I asked please can they pay out the money for the damaged assessed, so that we can fix the wall ourselves. They said we can send another quote so they can pay us out to fix the wall ourselves, as there is no one available and our nabour is giving us pressure of the wall damaged. We do have someone available to fix the wall immediately. If my claim isn't fixed asap or my problem not resolved, I will take it further. We are paying allot of money for this insurance and everytime Standard bank got problems assisting us with our claims. It's now 4 days since I sended the email with another quotation. We are more than frustrated and is not going to leave this here until Standard Bank fix our wall

Deon Cell ***