Poor service delivery

I have logged a complaint a few weeks ago regard FNB Short term insurance not answering calls, not replying to my emails when I tried for a week ot get through to them. Eventually after the complaint, someone was asigned to investigate the matter which has gone quiet. I am still waiting on the assessors report. She came out on the 14th of November and I still have had no communication regarding the damage due to the leaking overflow pipe.

How is it possible that FNB just ignore their clients. I find the service beyond pathetic.