Standard bank service sucks

Am very disappointed with standard bank. I logged a claim on 26/11/2020 for my ceiling which had fallen. Evaluators went to the property on 27 Nov. I waited for feedback until I called on 01 Dec just to check what was going on. The consultant advised me that my claim is invalid as it was a pre existing damage. I asked him to send me a letter confirm such. Upon receiving a letter I requested for reevaluation and stated my reasons why am requesting reevaluation. This was done on the 02/12!2020 up now I have not received even an acknowledgement of receipt. I called again today to follow up and was holding for an hour the complaints consultant kept on saying he can't hear me as he's working from home. After being a loyal customer to standard bank for almost 25yrs being treated like trash am taking my account somewhere. Am canceling all my policies with standard bank