BAD SERVICE and Response to Claim

I have had a policy with standard bank for less than 2months.I was recently ****** and some of my items were taken from me.I reported the case and ******* as expected when submitting a claim.I submitted a claim a week after my incident took place.First consultant helped me telling me this should take roughly a week,assuming that is 7 working days.I submitted my claim and was contacted by an assessor.He requested the usual docies,case number,IMEI #,Laptop Serial # and other purchasing slips that I had had.After receiving this he said my claim would take roughly a couple of days to process,it took him a week to call me back,and that was after I called standard bank.I was later called by hes superior,a lady,who told me my file has been on her desk but she had clarities she needed to sort out with me.....Really ,this took her a week to get back to me over a picture of my laptops which she wanted explanation over??I have since sent them 2 emails without response.This is truely BAD SERVICE as I would have appreciated if i was told of whats happening even if my claim was rejected.