Pathetic service from STD Bank Insurance

This is the second review I write about pathetic service from Standard bank insurance. I logged claim with std bank insurance on the 19 October and until today no feedback from them. On the 9th November I logged review with Hello and also sent an email to *** and they rep**** promising to attend to my query. Temba, Gugulethu from std bank email me with:

Good morning Ms Godlo

This email serves to acknowledge receipt of your complaint and thank you for bringing it to our attention. We apologise for the drop in service levels you experienced and the lack of feedback.

The claim has been sent for assessing, claims department will be in contact with you.

Please cc *** on all e-mail correspondence

But till today still not feedback. What more do I need to do to get feedback from std bank or whose door must I knock to get an answer. Please help am so frustrated I cannot believe such a big company treats it customers like dirt