Pathetic service from bank and insurer

I reported that I was retrenched in November 2024,I provide all documents to Capitec insurance and on 11 August 2025 I received an sms with a Case No: ***5. The sms read we'll provide feedback within 7 working days. I've sent numerous emails trying to get an update but no response. It seems like I will have to consider reporting this matter to the bank Ombudsman. I have reported 2 other banks so to report another isn't a problem.