NO PAYMENT ON CLAIM ALTHOUGH I WAS PROMISED

Claimed from Standard bank insurance. They sent out an assesor and we were told we have a valid claim. The claim consultant phoned me to ask a few questions and I was told I would be reimbursed. 6 weeks later zero has happened. When I phoned the call center I was told to hold, which I did for 35 minutes, only to be told that they have no idea what I'm talking about!!