No reply after almost 2 weeks

I have been waiting since 22 February for Santam to reply to a mail I sent regarding a buildings insurance policy my late mother took out. I sent them a follow-up mail and made contact via Twitter, but none of this yielded any success at getting feedback. At a time where I am still coming to terms, this insensitive company wants to be the most unhelpful they can be. What great effort does it require to read an email and give a response?? Where is the commitment to the values of " integrity, passion, humanity, innovation and excellence"? Missing! Thats what.