Standard bank stalls for months on paying our on insurance claim and still NOTHING

I had a burst pipe in my bathroom which caused some damages. I called Standard Bank, and you know that you going to sit and listen to awful music for a long time, before some irritated person answers the phone. Then about 4 different contractors get sent to my house. They are still not happy , so they send out an internal assessor. Then the contractors phone to say they can do the job. Yay! I say I want to do it via my own contractor. Then nothing happens. Then I call Standard Bank again , and it is just too long a wait. And a few calls later, I try the email that is on their voice recording for claims. No one ever answers. Then I call back and get through to Koketso Manaka. She tells me the internal assessor ( Dikgang Manaka ) of two months ago has never filed a report. I am a bit upset by this stage. And ask to escalate to a manager. She has no contact with any manager and the only thing she can do is send an email. She clearly does not want to help me, is super irritated that she must spell names to me. And that's the end of the call. I am not sending a complaint to Standard Bank, because then they have another excuse to put you in a looooooooooong process where nothing seems to happen. What do I need to do get paid out for my claim Standard bank? Can anyone help me?