Still waiting for claim settlement after 5 weeks

My house was broken into on 31/07 in which 2 windows were broken and burglar bars were damaged. Then the ******* managed to getaway with +-R40,000 worth of goods. The claim for the structure damaged was lodged on the same evening as the break-in and thus far only the glass has been replaced. The builders appointed by standard bank insurance are so slow and useless with all types of excuses, that more than a month later, the burglars bars and new window frame have still not been replaced. But the premium of the new month has already been debited. Then the contents claim was lodged on the 01/08 to which an assessor came out to the property to assess the damage on 03/08. The assessor then contacted me on 17/08 to inform me that the claim was finalised and that all administration work was now handed over to standard bank. 3 phone calls were made to the customer care line of which none called back to provide feedback to me. Apparently the reason why the claim is delayed is because standard back is struggling to locate a recording of the phone call made 5 years ago when the policy was initially opened. So standard bank is happy to take my money every month, but when I need to use the service, now they are doing all in their power to prevent a payout. IS THIS HOW YOU TREAT PAYING CUSTOMERS!!! Standard bank was all too quick to sign me up as a client but now going to extreme lengths to avoid a claim. THIS IS PATHETIC STANDARD BAN**** SERIOUSLY DISGUSTING BUSINESS EHTICS. IS IT BECAUSE THE AMOUNT IS CONSIDERED A LARGE SUM AND NOW YOU ARE TRYING TO AVOID A PAYOUT EVEN THOUGH I HAVE CLAIMED PERHAPS TWICE IN THE PAST 5 YEARS. The reason we as consumers take out insurance is in the event that we suffer a loss, we have the peace of mind that there are contingencies in place to recover the loss. This is SOUTH AFRICA, a crime ridden nation. I expect Standard bank to deliver on the promise made to me 5 years. "WE DONT HASSLE MR WANZA, WE PAY OUT, NO QUESTIONS ASKED!!!!