Standard insurance - non payment of authorised insurance claim

I have been insured with Standard bank for 15 years as part of the bond agreement I have with the bank. 2 months ago a geyser burst at the insured building. It has been replaced, all photos, quotes and proofs of payment sent via email. I was given a case number etc. I am still battling to get this money from them even though I received confirmation that the claim has been accepted etc. I find this preposterous. I write this review after I have tried numerous times to finalise the payment etc.