No Feedback from Insurance Company

We've had storm/water damage to our ceiling and wall in our living room. We've tried contacting Standard Bank insurance numerous times, no luck. In the meantime our geyser broke and we had it fixed through a Company that is listed at Standard Bank insurance. I've e-mailed them - no response..... I would like to know how am we are paying for insurance and yet we cannot get hold of anybody at the call centre or via mail. Please assist me Standard Bank insurance....