Nedbank iwyze insurance

I have made a claim from beginning of November for my home content after fire explosion I was sent from pillar to post due to high calls of volume it took me a whole week to find the sales consultant however he ask for pictures of the burned items I forwarded and gave them the estimate amount of burned item but they wanted the recent quatations and I googled and forwarded to them I have never heard from them ever since its almost a month now as I am about to cancel my services with them due to poor and bad service I've sent email for follow up without any feedback how long does it take to be rep**** after lodging a claim