Shocking !! No feedback ! No payment!!i

On 12 Dec 2014 we experienced a power surge at our house in Dullstroom. This was confirmed by Eskom and relevant documentation was completed and sent in by 1/1/2015. We did not hear a word until 12/5/2015 when an Eskom employee by the name of Lizette Fourie informed me that no such documents were ever received. I sent them AGAIN. Shen then said it will be registered with the relevant dept. An Eskom technician and inspector came by and confirmed that all the damages amounting to R22 000 + had indeed been done by the electrical surge. He said he would file report. We received a letter on 4/9/2015 stating that our claim had been forwarded directly to the insurers and the contact person is Xolelwa as stated above. This is 9 months after lodging the claim with Eskom. This Eskom employee does NOT getback to you. We had spoken to her 3 times to no avail and promises of always getting back to you within the hour. Her phone ALWAYS goes to voicemail. Its a disgrace. We had been approved to be paid out but this is just not happening??? Se have phoned her repeatedly leaving multiple messages but she does NOT answer. Is there anyone out there who can help? I am sick to my stomach about this.