Santam Legal Insurance Not Responding

I have a policy with you to cover me for any legal expenses. I submitted a claim against this policy and even though one of your staff members have been in contact I'm unable to get hold of anyone again. FOUR emails, SEVEN telephone calls and an email complaint later and YOU'RE NOT RESPONDING! I've received communications about a legal matter - this stuff is time critical. WHEN ARE YOU GOING TO ASSIST as per the policy I hold!! If I incur cost because you've not represented my case in time, I'll hold you liable.