Std home insurance ghosting me

I sent through my claim on the 14th of April after my house was flooded due to the KZN floods that took place. I have only got an automated response promising me the service provider who came to view my house I haven’t heard a word from STB Home insurance team ever since then the floods striked again last week and my house was affected. It fills my heart with so much sadness that after full 12 years paying with no claims or whatsoever now when I really need assistance from insurance company this is kinda service I get.