MY PENDING REFUND

I booked a my flight on the 23th of May 2018 to Durban for the 29th of May 2018 due to an emergency at home with my mother. That afternoon my sister called to say there's no need for me to travel down as she will sort out everything. I than remembered that I had included insurance/ refund insurance as part of my travel. I called in on the 27th of May to confirm my cancellation and they told me my insurance claim underwriter was under Chubb Insurance. I contacted them and I spoke to gentleman by name of Doctor Buthelezi whom was attending to my claim. All my documents were submitted accordingly and I was told the claim will take up to 7 to 21 working days as per his feedback. On the 18 of June 2018 I sent out another e-mail Doctor to follow up on progress and he asked me if I sent my mail to ********** and I immediatley did, however in our comms nothing was mentioned of this. I sent a follow up e-mail on the 02/07 and there was no response and I sent out another one 02/08 and nothing has been confirmed. I am trully disappointed as this has not been an easy process and with no feedback from all e-mails I have sent. MASTER POLICY CLAIM#: ZAB0TA03441