Horrible response on Insurance Claim

I have reported to Standard Bank several times with regards to a leakage that I have in a certain part of my house, this is because I am paying house insurance every month with Standard Bank. After reporting, an assessor came and assessed the roof and then Sifiso Hlela from Standard Bank sent me a form agreeing to terms that I signed and emailed back to him. From there onwards there was never any response and everytime I call they promise to come but they don’t. The last person I have spoken to said NAMBITHI CONTRACTORS did send an invoice to Standard Bank, and that was it. I have been a loyal client for many years, including accounts that I have with them and house bonds that I have taken several times, paid them well without any hassle but it is not to my dismay that I am experiencing such horrible service from standard bank. I am now questioning my future with them and maybe me having stayed with them so long has made them assume that I see no other bank as a potential, however with this level of frustration my perspective of them has changed immensely, and should my issue not be attended too immediately I will definitely be telling friends and family about this, so that they can be cautioned as I have convinced them to join the bank and further have insurances with the bank but I see that they may face equal frustration with them. Last night we had a terrible storm with heavy rain, and the roof was beyond leaking-I don’t know what to do but I will not settle with such treatment when I’m not asking for a free service.