Poor service and slow resolution of claim

Been a customer of standard bank for 14 years. I have been hearing people complain about the bank but was deaf to that out of loyalty. I am however very disappointed and appalled at the service I have received recently. I was involved in a car accident on the 22/03 and on the same day called the insurance to register the claim. I was told that they are experiencing high call volumes and that all consultants were busy. The lady I spoke to took my numbers and said that they would call me back. No one called back . I called again the next day and they registered my claim and organised an rental car for me. The consultant informed me that an assessor would be allocated with 24 hours and that the assessment report would be available within 48 hours. A gentleman from Dabar consulting came to see me on the morning of the 24th to interview me regarding the accident. On the 31/03 no one called me. I then called the call centre and was transferred to a lady called Phumzile. She only arranged the assessment for the 1st April. Car was a write off, since then no one called me to give feedback beyond that the Dabar report they have is not enough to finalise claim. Rental car due back on 23/03