poor service from standard bank insurance

this complain is connection with cliam no 18/07/2784 for fire damge on my house.standard bank insurance is delying with payment for rent to my temporary accomodation as greed on a loss agreement,on 2018/10/05 have e-mail the loss agreement form to standard bank insurancesto have my rent paid for november but up until today nothing has happened.on 2018/11/06 i phoned standard bank from 10;00 am to 14:00 pm and was assured that payement for my rent will be paid shortly afrte my call to request a dopsit of my rent still nothing happened todate 2018/11/08 my angry landlord called at 5:00 am asking for rent money.whiles at work my wife called me to inform me that our ladnlord is evecting us out of the temporary accomodation becouse we have not paid rent.my child is writing exams where is he going to study with a place to stay.had standard bank insurance paid loss agreement in time none of this would have happened,i am disappionted by this institution regards francis nkosi