Claim against Standard Bank Insurance

We had a break in at our house on Wednesday, 20th Feb. I have been trying since then to make contact with an agent of the Home Loans Insurance department of Standard Bank. They don't answer the phone and when I email them I get an email back informing me that an agent will contact me within the next two hours, which does not happen!! I've sent numerous emails with the same response. We have a broken front door and safety gate and we feel unsafe. We have to claim from then but IT SEEMS TO BE IMPOSSIBLE TO CLAIM!!! What must one do to get a response??? While I am typing this complaint, I got a call from them when I threatened to go Social Media and Hello Peter. UPDATE: It is now a week later and we are still waiting!! The lady that phoned me promised that she would let me know YESTERDAY when I will receive payment, but after several emails, AGAIN, there is total silence!! I have never experienced such bad service in my life!! (Claim no ********** 1).