No Response for Claim

On the 21st of July 2017, we sent a email with a quotation attached to Standard Bank for a claim that needs to be paid out, regarding damage to my bosses house. We received an sms with the clearance and claim number on the same day.

Since then we haven't received any phone calls or emails regarding this matter. We phoned Standard Bank as well as emailed them countable times, attaching the quote and claim numbers every time.

I really do not understand how a paying client can be treated this way. They asked for a newer quote that has more details on, that we sent and we are still waiting.

We would just like a response from Standard Bank to settle this matter as quickly as possible.