Claim Ignored

Hello Peter. I have an active device policy with FNB/CIB and in November I instituted a claim for the device as it was ******. I never got any response from FNB/CIB. 6 December 2015 (3 weeks later) following no contact from either I emailed Mandy Rajcoomar to notify them that I have submitted a claim so as to not be accused of breaching the 30 day notification period and was referred to Dimakatso Modisane via email on 7 December 2015 who promised I would get feedback regarding the claim on 8 December via email. 15 December I contacted her again informing her I haven't received feedback and she responded to say she would follow up with CIB and till today I have had no response almost 2 months after submitting the claim documents. In that time I have been paying my premiums for a device that no longer exists.