Standard Bank Insurance or no insurance - HBL/2025/410252

Lodged claim on app 20 July 2025, below sms response received. Follow up email sent 21 July 2025, received generic email to wait 24 hours. No one called and made any arrangements but the monthly fee gets deducted on time. If the app and email claim process don't work, how to claim? I had to make own arrangements for the work to be done or lose a lot of water as no assistance from Standard Bank Insurance.

SIL: Dear Customer, Joyce Bucibo has been reassigned to process HLB/2025/410252. For queries contact us on *** hocclaimsstandardbank.co.za FSP33348