Standard bank insurance _ poor customer services

I am insured with standard bank for household and personal insurance. On 24 February I lodged a claim for damage to my cell phone and smart watch. It took 4 days and numerous telephone calls on my part to get standard bank to uplift my items. It took another 7 days and once again numerous phone calls to ascertain what the status of my claim was. I am being treated like an accused person by this institution for a claim for negligence in respect of my items. The assessors are rude and merely wish to find a reason to repudiate a claim. My items fell from the third floor of a building and I'm being questioned with regards a missing *****. To date I still have not received any feedback and my constant phone calls lead to nothing but frustration. Is this how your customers are dealt with? We pay huge amounts of money towards our monthly premiums only to be dealt with by incompetence and your staffs sheer disregard to our Situation. It's unacceptable that an institution as reputable as Standard Bank offers a service of this nature