Claims Department absolutely Shocking

I had a water pipe burst in my house in January. My building insurance is with Standard Bank.<br> At first i was very impressed as they sent out an assessor within the day. He cam to the property and was really helpful. He arrange for contractors to come out and everything. <br> Unfortunately the contractors arranged did not deal with Screeded Flooring so we arranged for a quote ourselves which was approved in March. It has been over a month since the claim approval and i have spent 45 min a day on the phone to the claims department for the last two weeks to try get paid out so that we can pay the contractor.<br> The last three times i phoned i keep getting the same explanation. The fiance department rejected the claim due to excess needing to be paid. Every time i say to them i have paid excess but if i need to pay additional excess i am happy to but they confirm that i have paid and don't need to pay extra. I've now been out of home for three months and am very quickly losing my patience. <br> Worst part of it all is at no point is Standard bank contacting me to inform me of developments in my claim. I am having to phone in every day and waste 45min of my day to get the same results every time.