Pathetic service provided by standard bank insurance

I have been calling standard bank insurance for months , my wall has fallen because of the recent flooding. I informed standard bank insurance and got a claim number from them , since then I have been calling them only to be holding for almost an hour still no answer. They also don't call back to inform what is happening. I already had 2 break inn because of the wall. I am with standard bank insurance for over 10 years and to get treated like this is unacceptable. My claim number 22/139076