Standard Bank Insurance - seriously poor service

We have been clients of Standard Bank for more than 30 years, we have had a bond with them and consequently building insurance. There was a severe hail storm in parts of Midrand approx 13 November, our two solar geysers were badly damaged along with ceilings, weatherboards, outdoor lighting, etc. The independent assessor and the service people came to our home Wed 15 Nov and although they submitted the necessary documents to Standard Bank that same week we are still waiting for approval from the bank for repairs to take place. We don't understand what is taking so long, especially at this time of year when builders holidays are round the corner and soon enough we could be waiting until the New Year before anything is done. There is no service, certainly not for regular clients. They only get 1 star because you have to give a star, there should be an option for no stars at all - Standard Bank insurance is shocking and certainly not recommended