Standard Bank Insurance is a ****

Standard bank insurance is a ****, My husband and I have been trying to claim for the past 2 weeks and we are unable to even get hold of them. We have sent emails, called and put on hold for over an hour, my husband even went to a branch to claim and he was told someone will get in touch with us, still nothing. They make so impossible for us to claim yet they deduct money from our account monthly.