Standard bank claim

Dear Standard bank Insurance, I have put in a claim for the break at my property and was only helped for the one damaged thing however when I followed up on the 11.11.2022 and was told they will pay my claim and will receive an email from them with forms I have to complete until date I did not get anything. I called yesterday a lady told me the claim has been closed without even making the payment or whatsoever and she will re-open the claim for me. I called this morning again been transfered left right and centre just to find out my case is still closed. I spoke with Pindy and she advised she will follow up with her team leader Flora and up until now no one has still not gotten back to me. Standard bank has really shock me with how they are handling my case this is unacceptable.