home loans claims department

I'm deeply disappointed in the service we are getting from the standard bank home loan claims decision. Our ceilings got damaged during the hail storm on the 30/12/2017. Since then we've been trying to get hold of the claims department and when we eventually got hold of reference number and contractors were referred to. Now it is 24/04/2018 we have damaged ceilings waiting for assessments, no one can inform me or husband what is happening and this is unacceptable and pathetic. Claim no 18/00254. Clearance no: H ********** 926. all our complaints are being ignored, : ********** / **********