No feedback after months!

I have logged numerous emails to which I get a confirmation from Standard Bank to say it has been received, I have tried to call and the phone just rings and rings and rings. I am still waiting for the builder to be sent to repair my walls after the water pipe burst last year. I find the fact a sales consultant contacted me to offer me car insurance but nobody contacts me for my claim very concerning. You force us to take your building insurance when take a bond with you but then don't bother to get back to your clients when they have a claim. I expect someone to contact me soonest, arrange for the repairs and I think a waver of the R500 excess is a simple way of saying sorry for taking our time.