Deliberate ********* behaviour

This is the second time in writing about the same branch under Sanlam. It’s been 13 days since I put in a claim about my student accommodation fees and textbook fees but still there has been nothing communicated or sent to me. I have already started my semester tests and still don’t have textbooks. I’ve sent an email asking about what is happening and still haven’t been rep**** to. I honestly don’t know what to do anymore with the company.