Std Bank Insurance - Customer Experience is shocking.

This is the second time in two years I have submitted a building claim via my standard bank loan, and this is the second time they are non responsive, no refunding received despite them giving me a value for refunding. They simply do not reply to emails, answer calls. They just ignore you, keep the money and hope you go away. Its incredible, 13 years paying monthly insurance installments and we receive this lackluster non responsive engagement.