Standard bank insurance

I am a standard bank since my first day of banking but when it comes to online transactions, I often get so frustrated like a can change a bank immediately. I have being trying to register a claim at home loan insurance for over a week now without luck. I put the claim via *** and the auto response indicate that I will be contacted within 72 hours but up to now nothing is happening. I tried all the apps on line and mobile with no success.