Standard bank insurance poor again

Utterly disappointing, but i guess going through the time lines, this is what Standard Bank does. I sent a money refund claim after fixing my Geyser 3 weeks ago, lady by the name of Thembi Mndawe promised to push and assist me, and after sending several update emails, over the 2weeks, i still dont have any feedback. instead, i had to call in today and be told that the claim is closed. this is ****ed up. i pay my insurance without fail, and because i decided to solve a serious situation on my own over a weekend using my own money, my claim gets closed without any reason. i submitted photos and invoices as well. what is this?