Poor claim management

I lodged a claim with Standard Bank Homeowners Insurance (Claim # HLB/2026/470777 sometime last year, and my claim was ignored. On the 14th of January 2026, I wrote an email (complaint# ***6) to find out why there was no response. I got a response in February saying there is no service provider in my area (Cosmo City), and I need to find a service provider myself. Then I located the service provider and sent out documents on the 17th of April; even now, I haven't heard from Caroline Tailor, who has been allocated to assist me with the claim. On the 4th of May 2026, I was told to send further required documents, which I did, but nothing came to fruition. Caroline doesn't even acknowledge my emails anymore. I am writing to express my disappointment in the organisation. I have decided to abandon the claim and pay the service provider on my own. But the issue is, if I struggle to get assistance for R6000 worth of claim, I wonder what will happen for a serious claim, such as fire or hailstorm? This trend has been ongoing; one claim was not considered because the system cannot pick up my details( The consultant said so). Since it was a plumbing issue, I handled it myself. Another claim (electrical, case # ***9) was handled in the same way. When I think of my monthly contribution, my heart bleeds because it now feels like I am loyal for nothing even though i realize i do not have coverage for my property, and it is a waste of money. Over R600 monthly contribution for a long-standing customer of over 10 years feels terrible, paying for absolutely nothing, considering that I hardly claim. Painful!