Standard Bank Household Insurance Claim you say? Sorry, NOBODY in the building!

I lodged a claim with my bank, Standard Bank Home Insurance on Saturday the 11 April for a busted geezer. The assessor came out a short while later and wrote out his report and issued it to SB Insurers. This was all on the Saturday when the geezer broke. I eventually heard back via email from Standard Bank insurers on Tuesday 14th April. saying the claim had been approved. That was the last correspondence I received. I have written a number of emails to them and my 'Prestige Banker,' have called the call centre numerous times requesting a call-back, with no luck whatsoever wrt receiving said call back, and just today, on the 17th April, I spent about R60 on airtime calling the call centre once again - since that seems to be the only way to actually talk to anyone employed there - and found myself simply holding on to be put through to another consultant, without any luck (my airtime eventually ran out). I have eventually lodged a complaint with Standard Bank's Complaints Resolution Centre, and this is the second day since sending that particular email, and have not so much as received an acknowledgement of said correspondence. I have in my possession currently, a Case Number from SB Home Insurance, promising to get back to me in 24hrs regarding my geezer claim (that was a few days ago) and of course my approved Claim number - which has meant absolutely nothing, since there has been absolutely NO FOLLOW UP, just me trying in vain, to actually find someone to talk to on the phone about my claim!! What is happening?? My wife and I have been loyal customers with SB for more than 30 years, and this is a slap in the face!! It's been a week now that our geezer has been broken, without so much as an inkling from our Standard Bank Insurers, our claims consultant, or our Prestige banker (who I included in the correspondence I sent out), as to what will happen and when!! The mind boggles!! Anyway - I have to go and put on a few pots of water on the stove for a bath now - to be repeated four times for the four adults in my household!