Standard bank insurance is a ****

Standard bank insurance is a ****. I claimed for a leaking pipe in the kitchen behind the grocery unit. The access for the claim was R1250. They appointed a carpenter and a plumber. The carpenter removed the unit and the plumber broke the wall to access the pipe and repair it. The plumber said I need to pay the R1250 to them, which I did. And they told me standard bank will arrange for a builder to come and close the wall. A week passed with no communication from standard Bank, I phoned them on Thursday they said the builder will come to assess on the next Monday and I must pay access of R550 to them. Which was not on the claim. I cancelled the builder and decided to do the work privately, because the whole process was taking long with inconvenience in the kitchen and the carpenter was suppose to come on Monday to fit the grocery unit. On Monday the carpenter fitted the grocery unit and left. To my surprise today on Tuesday, 17/08/21 the carpenter phones me to tell me that standard bank say that I must pay R520 access. It was not mentioned when I claimed. So I told them I have already paid access to the plumber. Then they got standard bank to call me and standard bank says that the access that I was suppose to pay to the builder is now transferred to the carpenter, because I cancelled the builder, and that if I had paid access to the builder, I would not have to pay the carpenter. What kind of **** is this? And none of this is in writing. No additional access was mentioned when I claimed. This is highly unprofessional from standard Bank insurance.