Poor service and Unwillingness to settle on claims

I registered a claim on 12 January 2021 for 2 of my airconditioners. I was told to provide them with a quote and a report from my technitian, as they do not have any service providers in Komatipoort. I received a claim no, 21/003126 for this claim. The 2 damadged units are for my childrens rooms and we have tempretures in Komatipoort from 40 degrees and upwards. Standardbank have up to date not phoned me back once nor have they emailed me. I have made numerous calls to standardbank. Everytime i get a story of why they havent paid the claim. I was on leave in Mozambique when the supposed storm was in Komatipoort, on the 23 of December 2020. We came back on a very hot day, 07 Jan 2021 and when my children switched on their aircons, we realize that they are not working. I then phoned them and they told me to get a quote and report. Then they wanted me to prove to them where the lightning struck these units. This is a bit far fetched, seeing that i was not here, nor am i a technitian. They offered to pay me R3500. This i will not except, as the total claim is R17319.00