Homeless because of my Insurance

It has been 4 months after the floods and my aunts house was affected and she has living with 2 boys in a 1 room renting after she was told that the company by Medley and consultants is dealing with her case and they written the house off and told her to look for a house to rent for an amount of R6000 she has found the house but now the real estate agent asked for a loss form from the insurance that will hold them accountable for monthly payments it has been weeks waiting and calling the call centre for hours airtime is running out but no luck the name is Thembeka Khumalo insurance number 22/141335 ID no. ***