Unresolved Water Leak Claim and Unacceptable Service

We have a deep frustration and disappointment with the handling of our insurance claim (logged on 18 June) regarding a burst pipe in our guest toilet. Despite multiple attempts to follow up, we have received no meaningful progress or communication from Standard Bank, and the situation at our home is becoming increasingly dire. To outline the timeline: • 18 June: Claim was logged after discovering a burst pipe. • 20 June: A service provider (SP) attended our property, confirmed the pipe had indeed burst, and assured us that a quote would be submitted to Standard Bank. • 25 June: After numerous follow-ups from our side due to silence from Standard Bank, we were told that the SP had been contacted and that Standard Bank would receive the quote within 30 minutes and get back to us — which did not happen. • 30 June: We followed up again and were told, once more, that the quote was still outstanding and we would receive a call back within 5 minutes. No call was received. • 1 July: A different SP arrived at our home unexpectedly to conduct a water leak detection — indicating that the process may be starting over from the beginning. • Again on 1 July, we called Standard Bank seeking clarity, only to be told that they would contact the SP and revert to us. Yet again, no follow-up was received. Throughout this process, we have made numerous attempts to obtain clarity and action. Each time we are told someone will call us back, and each time, no one does. Meanwhile, the water continues to leak through our walls, potentially causing further damage to our home, and our water bill continues to escalate due to this unresolved issue. This level of service is entirely unacceptable. The complete lack of urgency, accountability, and communication from Standard Bank is deeply concerning. We have acted in good faith, and yet have been met with delays, vague responses, and broken promises of follow-up.