No response to claim

My gate motor was ****** on the 25/11/17.I have tried calling the call centre number 3 times which remains on hold each time for 20 minutes or more. I have mailed the complaints centre 5 times. They have responded once with a contractors details whom I called who said they have sent the claim back to Standard Bank as they are too busy to assist ? No further response has been received and my property remains under threat as the motor is still not replaced. Disgusting service considering I pay the insurance premium every month on time for over 7 years and this is my first claim.