Standard Bank Home Owners Insurance Non Responsiveness 10days +.

I have lodged a complaint on Friday 23 Feb 2018 of a pipe that was leaking in a drywall in our home as we were finding water regularly in the bathroom. We did the "emergency repair" and some other necessary repairs ourselves, until we could lodge claim. On Monday 26 Feb, I called the Claims department as I have not received a sms with claim number. The consultant Zulu took again my details as he said no claim was logged. He then gave me on my insistence the claim number via phone as I said their recordings means nothing as the first claim just got "Lost", and no sms. He then gave me his email address to send him photos, which I did within 15minutes. Since then I waited. I left a message with his colleague on Wednesday 28 Feb on which he never rep**** to, just rep**** via email to ask if I still need a plumber? I rep**** that a builder should be able to quote and fix the rest. He never rep****. On Thursday I send another email, asking about progress on Insurance side sending a Builder to quote - no reply. On Friday I send another email stating we will be on leave for a week - no reply. I phoned claims department and held for over 20minutes, to be transferred to someone else who could not assist, but who will give Zulu my message. I phoned Prestige banking to assist as I am a Prestige client, they promised to assist and escalate from their side. On Monday 5 March I send another email to Zulu - no reply? Monday afternoon I send a mail to Standard Bank Information center attaching ALL correspondence. Yet no reply. This is now Tuesday 6 March and I have lost weekend plus 2 days of my leave sitting at home in hope of a call or mail....my debit order for premiums are being deducted every month - for what? The claim number is 18/016519. Please help me , I need the bathroom and bedroom fixed, as we cannot use it being in such a smelling terrible condition. Every time you speak to any Standard Bank department they ALL claim that these departments are "so busy". Does ONE Consultant handle ALL clients in RSA? Maybe I should consider change my Banking and Insurance to Companies caring about the clients. They tell you every conversation is recorded for your Own and their protection, AND that they are a FSP. When I purchased the property, THEY recommended this Financial service.....