Non Existent service

Attempted calling Standard Bank insurance department since the 13th of November 2018 only to get through a week later due to "high call volumes". Upon getting through I have logged a claim for a leaking roof of which by now I have patched up to prevent more damages. Standard bank then sends out 3 different people to inspect the damages in 3 different time frames of which I needed to take off from work and make myself available. this still wasn't enough and after numerous phone call attempts on the week of the 23rd November I get told there is still a 4th person that needs to come out. yet another day away from work. There has been no follow up emails or phone calls from standard bank ever during this process. All follow ups and calls had to be made by myself and wait 30 minutes on the line each time. Upon calling the call centre 3 times on the 29th November for an update and an email to Refilwe Letsoalo which I received no response to, each time waited 29 / 30 minutes on the line the first person said she will call me back in 5 minutes 4 hours later no call, I then speak to Elaine who then transferred me to Mercy ( Manager) who said she will call me back after an hour... which supposed to have been at 1pm its now 3pm. No call! so I am not sure what is going on here and if I am deliberately being avoided but this service is appalling !