Terrible service from Standardbank Building Insurance

I logged a call (HLC21/000352 last) week Thursday for a refund on my invoice. No one called me to confirm receipt of invoice, on Monday i called in, just to be told i need to send proof of account. No one communicated this with me. I sent the proof Monday morning, and was told payment will be processed immediately as its below their threshold, no need for approval. I called in again today Wednesday, just to be told that the payment will be processed today. Had i not called nothing would happen. The service is terrible, nothing is being done without me following up. I have to push people to do their job. This happens everytime i need assistance from Standard bank Insurance, really considering getting another Building insurance. This service leaves much to be desired.