The Most Horrific service we have ever received

We have a house insurance with standard bank. A while ago the was a storm and the wall/fence was damaged badly, we approached standard bank and they gave us the worst service we have ever received from any financial institution. Not only did they not give us feedback on any of the details or documents we had sent to them, which we had to constantly call to enquire if it was received, they totally disregarded us to the point where we ended up paying for the fence and fixing it ourselves, we then enquired constantly first with Kit la no Sane then with a girl named Chantal then with their team leader at insurance miss Palesa Mokone this has been going on since June and they have requested all documents from us and have disregarded reimbur*****t, even after they had requested us to send all proof that we had done it ourselves and the vendors details and report. We have had this house insurance for along time and premiums are still being paid towards it. Recently I tried to contact them again and they transfered me to 12 different people saying they cannot help me because the previous person kept transferring me to the wrong department. Appalling service. The next step is the ombuds.