Extremely poor customer service from Standard bank Insurance

Extremely poor service received from Standard bank insurance (SIL). I have building insurance for my home that is tied to my home loan. We experienced a water leak on our Gas geyser in Feb of 2026 and informed SIL on the 9th of March. The communication from SIL has been close to non-existent with only automated responses received. Calling the call centre did not help with waiting times exceeding 45min and the call back option never worked. I eventually got hold of someone when I phoned the complaints number which lead to a settlement letter on 1 April however by this time the water leak damaged the geyser electronics and a new unit was required. I submitted the updated quote and doc with again no response from SIL.

After numerous mails and calls I again phoned the complaints number which lead to a conversation with Ms Phaka on the 24th of May who for the 1st time requested documentation which I submitted immediately. Meanwhile my complaint got a mail response on the 4th from Mr Khan who informed me of a doc that was missing to which I rep**** it has already been submitted but no further response from SIL since. I have followed up multiple times with SIL via mails without response. My only conclusion is that it the system is purposefully designed to frustrate customers. Claim remains unresolved.