I reported a ****** car with Nedbank insurance reference numberP10PL***6 on the 18 th and they said they do not pay if the car doesn't have a tracker

I reported a ****** car with Nedbank insurance reference numberP10PL***6 on the 18 th and they said they do not pay if the car doesn't have a tracker. Fortunately my tracker found the car same day. Notified Nedbank that the ******* are in possession of my car keys of which they advised that changing the car lock and security is the way to go and to do some inspection on the car. Its been 3 weeks and Nedbank Insurance not communicating with me , I jave names Mulanga, Khanyisa and their managers are not allowed to speak to clients.My problem with Nedbank is not the first time they delaying the claim.