Terrible Service from Standard Bank Insurance

I had a geyser claim on the 28th of December which was logged and the agent told me it would be processed and a contractor has already been appointed. After 24 hours I called to check and only at the time of the call the agent said the team cannot come out and they would appoint a new team. More time went by only to hear that a team can only come in a few days and I was advised to get my own contractor and provide a quotation. I called my own contractor who replaced parts and needed to be paid which I did. After forwarding the claim to the agent I was told standard bank does not pay for parts, I did some research and found out that the would-be liable for at least the first hour's labor. On Jan 5th, 2021, the claim was sent for the labor to be reimbursed, after a week with no correspondence I tried to get a follow-up only for the agent to request my claim number which I provided instantly. It is now the 28th of Jan 2021 with no feedback. This is unacceptable, when the time for debits is due, it is taken on the turn however for assistance we have to wait a month with no feeback. I will certainly never reccomend standard bank insurance and will be changing mine as soon as the issue is resolved.