No response. No payout. Lost my house.

I have taken out home owners insurance with Betterbond when we bought a house in 2014. I was retrenched in May this year and phoned the company to find out processes need to be followed for an insurance claim. The lady on the phone said they can only process the claim if I send an email. She emailed me the email address which was *** My first email was on 26 June 2019. No response. My follow up email was on 4 July 2019. No response. We resorted to selling the house as I have had no response from this company and had an uncertain financial future. To date, the house has been sold, and not one person have contacted me, yet you are still deducting money for a house I don't own anymore, thanks to you.