AON Does Not Facilitate Claims Payment

I have had an insurance claim many months ago, that was approved. I forwarded some documentation to Inter Insurance used by the insurer (Santam). A number of emails have gone unanswered (from 10 April this year) in trying to get the claim amount paid out - no response from AON who have been asked to provide feedback over this time. After having a policy in place, initially with Pinion since 2006, I am considering whether to continue with the policy as AON doesn't seem to care about its clients.