STANDARD BANK HOME INSURANCE NOT WILLING TO ASSIST

I had a leaking pipe in my wall - This was fixed by a contractor appointed by Standard Bank - Now I am sitting with a hole in my wall with no tiles - I am practically BEGGING Standard Bank to give the go-ahead for the contractor to fix it but the contractor says that Standard Bank is still processing - The contractors will be closing soon for the festive season which means that I will be without tiles and a big gaping hole in my wall just because Standard Bank, ONCE AGAIN, fails me <br> HOW IS THIS POSSIBLE