No response regarding claim

I had to cancel my flight and book a earlier return flight because my father suffered a heart attack. I had an insurance policy that covered cancelled flights. I put in a claim on 03 March 2018 and till this day i have yet to receive any feedback regarding my claims. My emails are being ignored and get told different stories over the phone. I have sent all required documents and proof. This type of service is disturbing and disgusting to say the least. What is the point of taking out a policy if one cant even claim? Policy number: SAFAA **********