Standard Bank home insurance worst customer experience

On 24th of June I submitted a claim for water damage due to pipe burst. By the 12th of July the carpentry place has let me and the insurance know that they are unable to find the exact color of my kitchen cupboards, as per your policy you will pay out the claim amount so I can get a company to repair the damage or replace the whole cupboard. But ever since the 12th, every time I call you are giving me the run around and I still have not been paid. I have had to call you guys 8 times and spend over an hour of airtime. This is the worst customer experience by far!