Claim submitted but ignored for over 3 months!

A bad hail storm over the Christmas / New Year festive season destroyed a number of items in our house. Standard Bank Insurance honored their responsibilities and fixed a number of items, excluding the awnings. I have followed up with them on numerous occasions. I first submitted a quote from the supplier who first installed the awning. After hearing nothing, I called only to be told that the quote was not in the right format. I contacted the supplier and got the quote in the prescribed format and resubmitted the quote again. A week past, and I called the call centre again. The call centre agent reassured me that Refilwe Rameitsi would call me back on the same day with a response to the claim. To date, Refilwe has not called. And for some strange reason, no one answers the ***. My worst experience was when I called the call centre, someone picked up but did not talk. I called again and the same thing happened. When I called the 3rd time it was 5pm, and the call centre was closed.<br> <br> I need a response on my claim. Some feedback! Is this too much to ask???