Poor service!!!

We submitted our claim in August. To date this claim has not been resolved. No communication from the insurance unless we chase or follow up. I am told that Razaana Fernandis is meant to be handling this claim. Tried several times to reach her to no avail. Sent an email this morning, no response from her or Refilwe. How do I escalate this matter. We have been so patient, it cannot take 3 months to receive feedback for an insurance claim. This is just poor service. This is not a free service and we should not have to beg for assistance.