Standard Bank home insurance appalling service!

I have had my home insurance with Standard bank for over 4 years. For the 1st time I claimed for damages caused by the storm to my home around the 7th November 2022. The Service provider did the inspection & confirmed approval of the claim on the 9th by Standard bank insurance.

When I enquired what is included in the claim, some work was omitted for dampness by the service provider. Standard bank advised that they will address with the SP. After many calls, emails, etc. I did not have any joy in dealing with them. I even escalated. Appalling service indeed.

On the 7th Dec I eventually received an email rejecting the claim for the damp proofing. I questioned if the rest of the claim would be honored only to be told that the entire claim was rejected. How can a claim be approved & then rejected?

I sent an email to the complaints department on the 12th Dec (needed to beat the 40day time frame for complaints). It is 24 days since my mail & I haven't received a response. Is Standard bank complaints waiting for the 40 days to be over so that they can tell me that I should have contacted them before 40 days?

This is certainly not the experience is expected from such a reputable bank. Extremely disappointing!