I need help honestly

On 1st January 2021 my home burned down as a result of unkowm fire, I then reported the incidedent to FFW. Accessors came to do what was necessary. I submitted the neccessary documents that was requested and also the ones that were sent to me in order to sign and brought back to the sender within the prescribed period. To my suprise on 19 February i received a rejection letter from the insurance said i haven't submitted document with their prescibed period. By them i was dealing with a rude lady called Tania Vermaak from Telesure holding investment. I escalated the matter to Ombudsman for short term insurance, they said in order for them to be able to continue with the claim i should resubmit documents off which i did, it was May. After submission of documents I made a follow up on the claim on June and i didnt get responce from the Ombuds that i was directed to which was Abri Venter. I emailed her several times there was no responce at all and since I complained to the lady who pick up the call at ombudsman offices (Selina Zwane) and she gave an email address for Abris supervisor Hennesy, i forwaded ever email that isent to Abri hennessy did not and the lady decided to give me their boss's email address(Peter) and i fowarded these email and urge for his intervention and none of them responded on my emails. On February 2022 i started to call again to check if what is the status of the claim they said its closed. I asked on what basis and what was the outcome of the claim they said they will call me and tell me yet they never call me at any stage instead i was the one who called. Then on March 2022 i went to a see a legal practitioner about thing and guess what they reopened the case and they the guts (Tania Vermaak) to say they requestion about the incident that happened last, what a prejudice towards the paying customer. up to now no one has called me yet to requestion about last year tragic incident that i went through just beacase they are not willing to compesate the insured. I dont know what i did to deserve such tratment.