poor service on std bank insurance online system

I logged a claim on their portal and it has not been updated since 19 October 2020 . When i called call center i am advised to check progress online yet no update. I have have left numerous message on their online portal to call and advise what is happening tp no avail. May some one please pass this to insurance heads that i am not getting any joy from std bank after i have been loyal with them for the past 10 years