Hollard Insurance - not acceptable behaviour.

I had a disability claim which was subsequently repudiated. One of my options was to lodge a complaint against the repudiation. I did so and on Ist October 2020 I received an email stating that my complaint had been received a lodged. I was given a reference number Hol - 84187 - 10 20. Gugulethu Mbele assured me that my complaint was being handled by a dedicated member of the Hollard Team and they would contact me personally in due course. That, of course, never happened. The letter also made it very clear that a large majority of their staff were working off-site due to the Covid-19 Pandrmic. Over a month went by with no response. I then sent my first follow up in November only to receive an automatic reply saying that I would be contacted in 5 working days. Joke - that never happened. I have subsequently sent another 5 messages with the same reply and no response. The underling loan to which my claim applies has still been paid since the date of the original disability claim. This month I did not pay and they have been "on to me like a rash" to pay(not Hollard, but the underlying loan provider). All that I want is for them to give me a response to my Complaint so that I can take my Disability Claim to the Insurance Ombudsman. It is rather sad that certain people can obviously not operate on an off-site basis, and even more concerning that Hollard as a major player in the Insurance market has no idea what is happening behind the Covid-19 staff curtain. Hellopeter, I would appreciate your intervention.