Hollard Won’t settle a claim

Good day

We have two break in at my house (first one in January and the second in March) and we submitted all the relevant documents to our insurance company, to date there has been no response. Every time we call we get the “someone will call you back line”. It is quite sad and frustrating to have to go through this and not being helped. Mind you this is our first claim and we’ve been paying Hollard for way over 10 years now. The poor service is unacceptable.