Standard bank **** service

So we had a claim with Standard ***** bank and the claim was approved, vehicle was sent in for repairs just to find out after completion that the drivers seat was not repaired, according to standard bank it was old damage, the lady at Renew IT panel beaters in Randburg Mary Jane advised she had taken pictures to show them what all was damaged, I don't know somehow they seem to know more than us on this situation, My brother was ******ed while in that car we drove that car to the hospital that night and when at the hospital we found that the seat had been burning as charcoal fell on it, so I don't understand how can standard bank say that its old damage, was standard bank at the hospital with us when my brother passed on to see the extent of the damage caused, I emailed the lady Hlengiwe Ndima on the 15th October already and still no reply, When i try to get hold of Gabriel from Renew It for answers his another one that doesn't know what customer service is, now just because this is on hello peter, standard bank will make sure they respond to it faster than the email that was sent, cause that's the only way they seem to work is if a complaint gets put up.