Standard Bank Insurance - stay clear

If I could, it would be a -10rating. We lodged a pipe leak claim via the app on Sunday evening, 19 July. Submitted photo's via the app as well. No feedback by Monday afternoon, 20 July. Called the call center NUMEROUS times, sent from pillar to post and back. Spoke to a consultant WHO CANCELLED our original claim, lodged it again (makes their response times look better!!), appointed a plumber from BRAAMFONTEIN, we're in CENTURION. He called late Monday afternoon to say he'll be here at 10am to ASSESS. He arrived well after 12 after we had to call several times to follow up when he is coming. Sending emails to *** only results in automated replies on how they would call back within 24 hours - still waiting. Today, Tuesday, 21 July, I was on the phone for more than an hour with Std Bank insurance - the new claim doesn't indicate resultant damage - spoke to 5 different people from the claims department to the emergency department back to the claims department. (Emergency department can\t even find my claim numbers on my policy number!!) The house has a flat roof, we have sealed it 2 years ago and have a 10year guarantee on leakage and rust. The plumber sent out, only did an ASSESSMENT and will get a "roof expert" to open the roof. So who is going to pay for any future possible leaks and the loss in guarantee? AND, Std Bank Insurance PAYS the plumber to ASSESS the damage and it might not even be them who do the work! (It doesn't make BUSINESS sense to pay a plumber from JOHANNESBURG to ASSESS a claim in CENTURION and not to let them continue with the work.) But I suppose that's why the insurance premiums climb and the coverage gets less year by year. There is damage to the ceiling as well as the walls. It makes sense to open the ceiling and replace that, especially since it's a flat roof with no access. I can simply warn everybody about doing business with Standard Bank Insurance. Having to be without water for 2 days, during a time of a pandemic - they definitely don't appreciate their livelihood - people paying premiums.