Ombudsman for short term insurance a waste of time

I am having a problem with a claim with Santam on " business interruption " where they just do not answer me either way 1) settling claim 2) declining claim , if i get a letter declining claim i can join the class action against them , when i lodge a complaint with the Ombudsman to force them to go one way or the other they decline my complaint on the basis Santam says they have settled with me , no settlement has been received and when asking Ombudsman to ask Santam to send proof they just ignore me and decline my complaint . What is the use of having an Ombudsman if they take the side of the insurer before it even investigates .