Standard bank insurance

Standard bank insurance, all I can say is that you're disgusting. My parents had a break in on Monday 05/09/2022. Firstly they have a home loan with you from 2004. Secondly according to their documents they have home and contents cover with you guys. I spent the entire Tuesday and Wednesday firstly calling the call center but idiots there only transfer you from one person to the other. Go into the bank the same thing. On Wednesday go into the bank. No consultant can help, the same process app**** to call their SBIB department. My mom gets told that the contents cover was cancelled in 2006. The consultant was extremely rude saying that he can't give out information as to exactly who cancelled it, what date it was cancelled or any info. So my question is Standard bank where the **** do we get these answers from. There must be a document that was signed and your calls are recorded. I will not take this lying down as my parents have been through hell and bk being held up and ****** for everything they own and then this ****ty bank doesn't do anything to help. Every single consultant in the bank or over the phone has no professionalism whatsoever. I have already lodged a claim with the ombudsman and will be moving e everything from standard bank to a bank that knows exactly what they're doing. ****** uncouth idiots.