Failed to respond to my emails for over a month

Santam through their agent Innocent phala has failed to respond to my emails for over a month. The agent in question's last communication indicated that santam is waiting for third party to pay excess before they can process my claim. I requested her to estimate how long should I expect to wait, 1 year or 6 Months. She has failed to do so based on her experience. She has intentionally and arrogantly ignored my emails since early march 2015