Poor customer care and claim resolution

Lodged a claim on 05/11/2017. Claim was approved on 17/11/2017 but with an exclusion of part of the damage that is on my policy schedule without any explanation. From 23/11/2017 till today 30/01/2018 the stalemate has not been resolved and even worse I have to be the one who follows up with standard bank while they are not giving me feedback no even on a single day. I have even lodged a complaint with their complaints resolution centre and have had no response on the matter after 3 weeks....Talk about utter disregard for customers and the said thing is standard bank is continuing to deduct my premiums while they do not care. What is the use of having insurance with standard bank kanti