Extremely disappointed

I have been a client with Standard Bank Insurance for 35 years. Recently the service has been really bad. I logged a claim and received an SMS to say claim was approved. Someone from Standard Bank tried calling me but I was not available at the time and I have tried calling her back on her direct line number. The plumber advised that Standard Bank had advised them that the claim was not approved. I have been trying for a week and a half to get hold of the person who is handling the claim by calling the call centre 4x leaving messages for her to call me back, calling her on her direct line and leaving my number to call back, sending 3 emails but no one has responding. In fact the call centre advised me that the claim had been closed but each time said they would get the claim handler to contact me. They also advised that there was no report on the system. I dont know how to get hold of the person who is/was attending to my claim to get some feedback.

I very disappointed in their service levels