FNB Law On Call not responding to legal queries

I had my insurance claim repudiated by my insurer. An issue which I took up with my FNB law on call. They then advised me to report it with the Ombudsman, if I’m not satisfied they will refer me to an attorney. After reporting the issue to the ombudsman and getting feedback I went back to my legal advisor (Olebogeng) where the issue was referred to Africa and Asociates. To put a long story short after 3 months they still haven’t come back to me. I’ve called them. But the attorney I’m dealing with is NEVER available and he NEVER calls or emails back. I’ve emailed my case handler (Olebogeng) many times and he also does not respond and apparently when you call FNB call Centre NO ONE else can assist you except the person who was initially assigned to your matter. What’s the point of having legal backup if they are nowhere to be found when you need them? Even if it’s just for advice? I’ve just been email a final letter of notice by the ombudsman regarding the response they received from my insurer regarding my claim and I don’t even know if i have a viable legal claim or not. And I’ve been trying to get a legal opinion but I can’t get it from FNB LAW ON CALL!!!