Standard Bank is a ****!!!

I had reported a matter in December making an insurance claim with Standard Bank, I was then not attended to promptly. Firstly I was given a run around and a service provider that is quick to want money, after which I then escalated the matter then I was given another ******* service provider who came and assessed, but till today I don’t have a report. So now why am I paying for insurance in time every month but when I have an urgent claim my matter keeps being escalated? After being a loyal client for over 20years. Standard Bank is a **** along with the *********** service provider, which I was not even given a name of.