No response for second Claim

On the 12th of November we had a big hail storm that damaged our roof. The water was streaming through the walls of our house. We lodged a claim and was contacted by a contractor, the roof is going to be fixed on the 12th of December. A week after the big hail storm we had a second hail storm and a lightning storm which damaged our Solar Geyser's solar panel and our control box that regulates the Solar Geysers heat. We got a contractor out to fix the geyser as we were without hot water for 2 days. He advised that we will be able to claim back the amount paid to him from the insurance and gave us all the documentation. We lodged a second claim for the money to be paid back but heard nothing from Standardbank Insurance. Last week we received a phone call from a contractor to fix the geyser, which we explained it was already fixed, we just needed the money to be paid back from the insurance. We phoned Standardbank Insurance a few times without any luck. We also lodged a complaint but no phone call back. This is very bad service as we are new clients of Standardbank Insurance and the poorest service regarding the second claim. Could someone please help with resolving this issue for us so that the claim can be paid out.