Poor communication and customer service

I am extremely disappointed with the service received from Standard Bank Insurance regarding my home insurance claim (HLB/2026/529991), in particular the work and responsiveness of Nomfusi Phahlane. The claim relates to a leaking/burst pipe inside a wall. While the claim was eventually acknowledged, the biggest issue has been the lack of communication and follow-up throughout the process. I have repeatedly had to follow up for updates, often receiving no response to emails or requests for callbacks. Rather than being proactively kept informed, I have had to contact the call centre multiple times to push the claim forward and obtain information on its status. A contractor was appointed to assess the resultant damages, and the assessment has been completed and submitted. However, despite several requests, I have not received meaningful feedback regarding: The approved amount for the resultant damages and whether a cash settlement is available should I appoint my own contractor. To date, I continue to experience delays and a lack of communication. The most frustrating aspect is not necessarily the claim itself, but the fact that I am forced to continually chase Standard Bank Insurance for updates, with emails frequently going unanswered. This claim was logged on the 24th of July, more than a month ago! As a policyholder, I expect regular communication, timely responses, and clear feedback on the status of my claim without having to repeatedly escalate matters through the call centre. I hope Standard Bank Insurance can urgently review this matter, provide an update on the outstanding resultant damage assessment as well as when the payment for the burts pipe will be made, and improve communication with customers during the claims process. Sometimes these types of public reviews seem to be the only way to get companies to act.