Rude customer Care Consultants at Standardbank

I followed up on my claim today as the assessor who visited me told me to do so in order to find out when I will be paid out. I was assisted by Riad Darren who seemed to be getting annoyed and raised his voice with me. He doesn't seem he knows what is going on. He stated that my flooring quote will only be authorized once my building works is done (which I need to be paid out for). He seemed confused so I asked him to find out from the assessor . I asked him to get back to me asap within an hour if possible as I need to be paid out for this in order to get the flooring authorized. Honestly he doesn't seem to know what is happening hence I asked him to find out from the assessor asap and let me know. He was condescending in his tone and extremely rude and unhelpful!