Standard bank insurance incompetence

The service I have received from Standard bank insurance was very pathetic. I have 2 properties insured with them. I made a claim for a geyser for my other house. They registered my claim under a wrong house. To make matters even worse the houses have 2 different policy numbers Case no ***1. Apon them rectifying the incorrect claim I have received from Caroline Taylor informed me I have to pay access for them to register a new claim. How can a client pay for one claim twice this is really pathetic. My claim was registered by Sifiso Ma****oe which I have highlighted to him that I have 2 property's with Standard bank and they should ensure that they do not confuse the 2 properties. Now I am sitting with incorrect claims the question is that what will happen when I have to make a claim for the other property. Standard Bank need to resolve this issue without impacting the client. This is atteerly incompetence