Shocking service from standard bank house insurance

Subsequent to an electrical fire at our home on the 24th of June, and learning we were underinsured, we elected to accept a cash payout in order to undertake the partial reconstruction ourselves. The customer service rendered has been unacceptable by standard insurance. We completed forms of tender of settlement on the 28th of August. On enquiry we were informed that it will take 10-14 days. We have been phoning everyday to hear why the transaction has not been processed and were led to believe that outstanding documents were the reason. However, yesterday (21st of September) we were asked to resubmit the same forms again. No explanation or apology was given for the delay. The claims supervisor promises to phone is back but never does. Despite being anxious waiting for funds to become available so we can proceed with the rebuild, with understand to expect unforeseen administrative delays which are normal. However the problem we have is with your customer service that should be a lot better - keeping people informed and explaining how things are progressing is a prerequisite and this has not been the case. We will be reconsidering our current policy with standard.