Insurance claim declined and no feedback from Standardbank Insurance.

I first registered a claim on 22 December, after about 2 weeks I contacted them to find out what is happening and they never registered the claim. Then I registered a new claim, now its been more than 3 weeks after someone came out to asses the damage and still nobody has called me after trying to call the call center almost every day. So I got hold of the appointed contractor today and he said the claim has already been declined on the 17th!!!!! Can someone senior from STANDARDBANK INSURANCE contact me ASAP! If someone does not phone me ASAP, I will take this further with the ombudsman.