Non Payment for Agreement of Loss - Poor Service

I recently logged a claim for a wall that collapsed at my home. I constantly had to do follow-ups myself after being promised that you will get back to me. Eventually, I managed to get my quote approved. I completed the paperwork (agreement of loss) that was sent to me by Shongwe, Sphephelo the 5th July 2018 already. After numerous emails, your agent just simply does not reply to mail because to date I have not been paid, and have already paid the contractors.