No Repsonse from customer complaints Centre

Hi, I lodged a claim for my roof collapsing due to poor workmanship by builders. The claim was rejected so I escalated it to the customer complaints department. Marisa Cameron promised to get back to me in 5 working days over a month ago, since then there is no return of mails and not answering of my telephone calls. This is very unprofessional and *****. I believe I am paying for a service that is not being delivered, roofs collapses, geyser breaks, burglary, etc, that is the reason for taking home insurance. With my roof almost collapsing and waiting for the decision, the damages are rising with wooden floors getting wet with rain, etc. All i need to know if this claim is rejected or approved after review so I would know my next steps. Not responding is causing more damages and if not approved then it is all at my costs. This is highly *********** from Standard Bank. The affected area is now corned off as it is a risk to my family. I DO NOT recommend anybody to use Standard Bank home insurances. I am highly frustrated at the way this is being handled.