Claim outstanding for 5 months now! Cant get hold of STD insurance!

i have been battling with Standard Bank Insurance from December to send out a assessor for a damaged oven and a large aluminum door which was damaged during a storm. I have send emails but they don't respond on one of them! Phoning them takes at least 40min before someone answers the phone, and when they answer they still can help you to get this finalised. I have asked to speak to a manager but they are always in meetings! They keep on making promises that a manager will phone me back and that they will get someone to come and assess the damage but is still waiting for a response. The fact that I'm a std bank Private Client doesn't mean a thing to them!