Shocking Service from SBIB - a once revered broker

There should be a minus star option on your website, as I have now been on the phone with an automated voice, which seems to be on a loop saying "your call is important to us, and will be answered whenever" (not those exact words, but repeated incessantly, which is enough to drive any normal person insane. My client has recently appointed me as his broker, as he has been trying for more than three months to get a copy of his policy and has submitted a claim for a gate motor, for which the quote he submitted was over R11,000-00 and he receives an agreement of loss for R3,250-00. The reasoning behind this is that Standard Bank Insurance can get "someone" to repair the motor, as opposed to replacing it, but will not provide my client with the quotation or advise who their provider is, but would prefer not to be held accountable in case the repair doesn't work, so will pay him out cash in lieu instead, in the hope that he will take the money and go away. It is no wonder insurance brokers and companies get such a bad reputation, when they have to deal with people who are inept and simply cannot be bothered. As I am typing, I have now very quickly received an e-mail from the person concerned, apologising for the delay, which in and of itself is just another delay tactic, as this was the same response my client received. I am shocked and disgusted that any accountable institution still gets away with this and have advised their call centre lady that should I not receive answers by close of business tomorrow, I will refer my client to the Ombud, I will report them to the FSCA and also to the CPB. Let's see