This is not Poor service, this is Zero Service!

We have been waiting 2 months for our claim to be finalised! I called in around the 19th April that our pool pump was broken to find out if is something that is covered by our insurance. The call center told me they would send out a service provider to access the situation first. I was told the service provider would come at 3pm the same day and would also contact me, 2 days later I had not heard or seen anyone. Eventually I called in again and was told there was no service provider in our area and that we would need to organise a report and a quote from a local company in our area and send it through... which I did on the 25th April. I had no reply, so I called again to find out if it was received or not. After a few calls in I got hold of the email address of the lady in charge of our claim. I emailed her a few times to follow up on our claim with no response.

In the meantime we had to pay for and install our new pool pump as the claim process was taking too long and our pool couldn't stand for so long without the pump working. I also emailed the invoices and proof of payment.

I called in a few times and eventually got hold of a lady that seemed to help, I waited for half and hour on the phone while she spoke to the lady in charge of our claim, to find out the status of our claim. I was told that all documentation had been received and approved, and that this lady would send a form for Damages and Loss, and we would be able to get our money back. It's been 3weeks since that call and we have still not received any such form and have received no further communication.

I have been emailing and trying to call in to contact this lady, with no response still! Then this week I received an auto-response from her that she is away. There was another forwarding email for a colleague that would help with her claims, that person stopped working for Standard Bank in APRIL!!!

I am at my wits end. This is not Poor service, this is Zero Service!