Standard Bank Insurance

During a storm in February I suffered some damage to mt swimming pool and pre-cast wall. I submitted a claim and receive a claim number and the name and email of the claim handler. Since then I have herd nothing from them and the payments for repairs have come out of my pocket. I have written to everyone senior in SB insrurance without any response. I even laid a complaint at their complaints division, but apart from acknowledging my mail I get no response