Unhappy with the service

I'm really not happy with the service offered by Standard Bank insurance claims department. The first time I lodged a claim last year, it was attended to in 1 weeks, for which I commend Standard bank for. I lodged a claim at the end of last year, and I did not receive any response, until I had to follow up time and time again. I was then told that my claim was declined. I was offered an option to appeal if I was not satisfied with the feedback. I did appeal, and was told that an assessor will call me to discuss the claim. I did not receive any call. And when I called to follow up on the appeal, it was unfortunate that I used to hold for too long with no response. Which then led me to just forget about the claim (please refer to claim number 16/103706). Recently, on the 25th of August 2017, I lodged another claim (17 /063527) for which I still have not received any response. A contractor came through last week to assess the damage, but still no response from Standard Bank. I followed up on the claim on-line , but still no call back! I'm concerned that my claims are not being attended to effectively, and it is not professional that Standard Bank only responds once I start following up. It is time consuming and costing money as I have to phone in and hold for long. My responsibility is to pay the premium/instalment for the house, of which I 'm expecting good service. It is Standard Bank obligation to look into the claim and act in the best interest of their client/customer. Please assist.