Pathetic service

I submitted a claim for a roof leak in July 2020 and it was rejected. They sent investigators out who did not even take photos of the damage. I asked them to send someone else, but was told they couldn’t & I was welcome to contact the ombudsman if I was unhappy. I contacted the ombudsman & they responded saying that they were unaware of the damages & I need to submit a new claim with them. I called 2 weeks ago & was told I needed to contact sheryl from the Cape Town branch to see if it can still be processed under the original claim. I called sheryl everyday for two weeks and could not get hold of her. Last week I sent all the information to shafiek who promised to get back to me. I called him everyday since last week & left several messages for him to call me back, but I am still waiting.