Standard Bank insurance *********** service and endless investigations

In August 2017, my vehicle insurance premium increased with out anyone communicating anything about an increase to me, i did not have the effort to dispute this so i let it go. In August 2018 it increased again so i phoned Standard bank insurance to find out why they dont let me know when they increase their premiums, the gentlman who assistance me, Gino DuPlessis said they had sent me an email informing me of the increase, i asked him to confirm the email address they sent it to because i had never recieved any email, he did and we discovered that they had my email address capured incorrectly on thei system, he escalated this matter to his management and i was credited in September for the difference in the amount and sent a new policy document stating the increase. In October 17th i was involved in an accident and my vehicle was written off, the insurance offered to pay market value of my vehicle and i did not have a problem with that, however when they sent me the agreement of loss document i discovered that there is an additional compulsury excess of R5000 which i was not aware of. When i phoned Standard bank insurance, i was told by Charles Witbooi that an email was sent to me in 2017 informing me of the addition to my excess, i told him that i never received any email and informed him of the premium increase case, he communicated with their underwriters and discovered that it was also sent to the incorrect email address, he then told me that the matter has been escalated to management and an investigation is in progress. It is almost 2 weeks now and they still have not given a verdict, Charles has stopped taking my phone calls and stoped responding to emails. They do not want to tell me who is conducting the investigation so that i can do a follow up myself. All they tell me is that the matter is still with IT and they are still investigating. It is clear as day that they sent the email to the incorrect address so what more do they want to know, or what more are they trying to find with this so called investigation?? Soon i will have to return their coutesy car and at the same time i am unable to apply for vehicle finance because the previouse debt has not been settled due to this investigation. I have made numerous phone calls to their management Kirk VanWyk and Bianca Davids, i have left so many messages for them to phone me back and i have sent an email, no body seems to be bothered by this as they are not responding to me. This matter is cousing me so much emotional stress and it will soon course me financial stress as well. Standard bank is so quick to send sms's and phone calls when they want you to take a loan or increase the limit on your credit card, but when its time for them to pay, they conduct endless investigations.