Shocking Service, No interest, no response

I submitted a claim for the toilet that is leaking. The pipe at the front of the toilet leading outside. I was told that sewerage is not covered only clean water. This despite that fact that I showed them bathroom fittings are covered, and this is not a sewerage pipe. I instructed them to cancel my policy. I went to Outsurance, slightly more, but zero access. Since the 11th of June I am still waiting that they acknowledge that my policy will be cancelled. Really shocking from a leading bank. No service, no values, no interest in their customers. I am 62, and have literally been a client since before my birth, my Mom worked for this bank. She is turning over in her grave. I am seriously moving all my accounts to Capitec, can now see why Standard Bank got the lowest rating in service.