Trying to lodge a claim, given the run around, left hand does not know what rightvhand is doing

Our alarm system packed up, I got my service provider in to assess what was wrong with it. They arrived and on examination told me it was either a power surge or lightning. They forwarded me a quote and a letter stating what was wrong. I forwarded these email on the 29/11/2017, to ********** the only email address on their website. After not getting a response for 14 days, I tried phoning, only to be cut off numerous times. I eventually got through and spoke to a man by the name of Tshiamo Molusioa, who asked me to forward the emails to him, which I did. He phoned me back and informed me that Standard Bank Insurance does not cover lighting strikes, only power surges and I must request another letter explicitly stating that the cause of the out of service alarm was a power surge. I contacted my security company who then forwarded me another letter stating the reason was due to a power surge. I then forwarded this email and the quote again to Tshiamo on the 13/12/2017. Today is the 19/12/2017, after not hearing from Tshiamo, I sent another email asking him to acknowledge my emails sent on the 13/12/2017, at 11h05. At 12h09, I received a call from him, he stated my claim could not be processed as the cause of the malfunction was due to a power surge and not lightning. I was not amused and asked him to check our previous conversation as he had stated quiet clearly they would only cover power surges, he denied this numerous times and refused to even consider checking the telephone recording. I then requested to speak to a supervisor and after a couple of minutes was put through to a lady by the name of Kagiso. I relayed what had transpired and requested her email address so I could forward all the emails to her. It is now 2 and a half hours and still no response from anyone. I also have my short term insurance with Standard Bank. Would I still be covered if I were burgled now? I feel as though I have been called a ****. I'm only stating the facts and the telephone recordings will back this up. As a loyal customer of over 30 years, I find this service to be disgraceful and an insult.