Standard Bank- TERRIBLE Service Regarding Insurance!

My mother has a home loan at Standard Bank together with an insurance for when something may broke or go wrong. A claim was made on the 2nd of August 2017 at 15H00 (for water damage in her kitchen probably because of a broken pipe in the bathroom or what so ever) with reference number: 17.053407 H ********** 302. She followed up on the 4th of August 2017 at 13H30, again followed up on the 16th of August 2017 at 9H36 and no help at all was provided. On the 11th of October 2017 at 12H06 she called again and spoke to a Johannes who promised that he would follow up on the situation and call her back- never heard a word from him again. She called again on the 16th of October 2017 at 11H00 and again on the 14th of November 2017. Finally they send a plumber to look at the reported situation and the damage. The plumber handed in all the necessary documentation for this claim at Standard Bank. My mother called him a time later to find out what the current situation is and when will they start with the repair work, he said he handed in the necessary documentation and haven’t heard a word back from Standard Bank. We are currently in the 3rd month of 2018, my mother is still paying for a service that has not been provided at all.