Very bad service

I submitted a claim in the 24th of February and I'm still struggling to get this finalized. The one part of the claim was handled the first week, but when it came to the second part, I'm having endless issues. I have only spoken to my case handler once since this matter, she has never called ore sent me an email up until today. I call in and after holding on for no less than 10 minutes, I am given different stories. It seem s like the people are not working on the same system. Today I called again and like usual I was told that is has been escalated. The claim not being handled promptly like as per StandardBank motto has caused my koi fish to die as a result .