House hold insurance claim

My gyser burst last year 2018 December. I registered a claim for the gyser replacement and damaged floor carpet. The gyser was replaced and standard bank sent assessor for the carpet and they appointed the contractor to replace the carpet. I waited in December and in January I called standard bank insurance and they gave me the contractors number for me to contact them myself. I have been calling standard bank until now and the last time I was promised that they will send me forms to complete so they can pay money to me and I should get my own contractor. Standard bank insurance have no truth, they rob people and frustrate you until you give up.