Poor poor service with NO feedback

Short version - Phoned 06/03/15 std bank h/insurance as we suspected a pipe leeking as my municipal acc indicated we used a lot of water. The lady informed me that plumbers don't do repairs over the weekend(sitting now with water acc of almost R7000). After more phone calls the next week, the pipe was eventually fixed the 13/03/15. The big whole in my yard, concrete block and brick paving wasn't fixed. Plumbers told me someone else would come to fix this. No one came and when I phoned the bank I was told that another excess amount must be paid. I was totally confused as when I logged the claim I was only informed of the one amount. I've phoned std bank insurance call centre numerous times and promises was made to phone me back , but to date NO one has phoned me. I also went to Std bank Pickering street PE for assistance, but they can't do anything. Since I logged the claim, Std bank hasn't contacted me at all, but I must always phone them. My other pavers have moved more due to the amount of rain we had in PE over the easter weekend. Who is liable to fix this? Worse service I ever experienced from a financial institute and we trnfd our bond to Std bank and we regret it now!!