Standard Bank pathetic insurance for homes

On 18 October we lodged a claim with Standard Bank Insurance for a burst pipe within our wall in the bathroom (claim no 18/079857). They sent out their plumbers who confirmed indeed there is a burst pipe and these plumbers sent their quote to the bank. The bank's insurance doesn't keep us informed in terms of their communication with their suppliers - we are just expected to call in every time and enquire the status. They said their plumbers quote is coming in over the amount allocated for burst pipes, so we said to them they can pay out the claim and we will get our plumber to do it. Beside the plumbing there will be resultant damages as a result of breaking tiles to get to the plumbing. For this they called in another supplier of theirs to come over and provide them with an assessment. It is now 14 November, a month after we submitted the claim and we have not heard from standard bank at all. We are sitting with a leak in the wall and water being wasted and the situation compounding. We have called them repeatedly, waiting for copious amounts of time before actually being able to talk to someone, and each time they say they will call us back and they never do. We were told they will pay out for the plumbing in the meanwhile, but still they have not. You are made to wait easily for 20 minutes before someone comes on the line. We both work and don't have endless hours in a day sitting and listening to a recording on the other end whilst waiting to talk to someone. THEY have never ever called us, not even once, to help with this claim. This is the worst experience we've ever had with insurance and our problem has not been solved. Really disgusted, they happily take the premium but are completely useless.