Stinking Claims experience after 20 years of loyalty

I have been banking with Standard Bank for over 30 years and have my house insurance for over 20 years. I had a burst water pipe on the 9 March 2025 that caused flooding. The bathroom cupboard and the main bedroom wooden flooring was damaged as the rest of the rooms are tiled. I reported the claim on the 9 March but the system did not allow me. I repaired the pipe and reported online on the 10 March also with little success. On the 11 March I was assigned a claim number Claim 25/020280 Mr AC du Preez and service providers were dispatched to assess the floor, cupboard and plumbing pipe. They subsequently filed their findings. I have no written confirmation of the findings and my claims processor a certain Katleho Motaung is not finding the time to inform me. I have to call to ask for updates on his personal number only to be assisted by different persons who all promise he will call me back but to no avail. It is now 2 weeks since I reported and as yet no conclusive feedback from standard bank and no online registered formal claim. The last response I had was an internal assessor will be appointed which was more than a week ago. I requested a formal email indicating what is transpiring and that was also never forthcoming. I read the reviews on your site regarding Standard Bank Insurance and it is not only frightening but downright appalling that they are still allowed to practice.