Standard bank insurance undermining us

I am very disappointed about standard bank insurance,on the 13th of December 2022 I lodge a claim to standard bank insurance as my house was damaged by storm. My claim was processed and I was told that my excess was increased to R2250.00 in April 2021 and email was sent to me regarding the increase. I explained to the claim handler Nokuthula Nyambiya that I never received any emails from standard bank regarding increased, I requested the email address which was used by standard when they were sent that email and she told me an email address that has been dormant from 2012 .The Excess was increased because we had too many claims that was caused by the storms that is happening around the country. Nokuthula then said the email bounced back so it was clear that we never received any emails from standard bank insurance regarding excess increase. Few days later I was told that standard bank insurance underwriter had reduced my excess to R1250.00 after I requested the policy clause that deals with excess. Because of the holidays I requested to be paid cash as I will use my contractors to fix the damages . On the 21st December 2022 at 15:37pm I signed the agreement of loss and email back to standard bank insurance , till today the payment is not done and yet they had Wednesday till Friday to process the payment.

These people are undermining us and probably profiling us. Today it’s the 27th of December 2022 nothing has been done. The weather is continuing to rain heavily and the damage is getting worse, but standard bank doesn’t care.