Bad service & not helpful at all

We phoned in to report theft from our home on 05/08/2015 @ 11h38, spoke to Lerato - the intruder cut himself whilst breaking in and thus bled all over the house on all our carpets - this is from my knowledge, damage caused by theft.<br> Nowhere in their policy wording does it say this is not covered-nor the process of having it cleaned/replaced. They then said its not covered on our policy.<br> Phoned again on 06/08/2015 @ 09h16, was told Harry would phone me back regarding claim. NO response, phoned again 06/08/2015 16h23 - spoke to manager, Palisa, she said they don't cover it but will send a request for someone to contact us to have carpets washed, I told her its blood & is stained so wont come out. She says its procedure & they won't replace it. No one has phoned me back yet to make an appointment to come clean the carpets - terrible service and not helpful at all. We are disgusted living with the blood stains in our home and Standard bank doesn't give a **** & is not even the slightest bit sympathetic with us at all. Its like they just don't want to spend any money and doesn't care even if we have never claimed before & always paid our premiums.