Zero response

We registered a claim in October 2017 for windows damaged by a hail storm. We sent all the required documentation to Standard Bank Insurance as per their request. To this day, we are still living with broken windows. They provided no feedback. When WE called in January to try and find out why we were still waiting for any response (and after 40 minutes of holding and being transferred about 5 times), we were advised that a part of the quote was rejected. We requested for an email confirmation to be sent so that we may ascertain why (the consultant sounded extremely unsure and ***********). We have been waiting for this email for about three weeks now. A formal complaint was thereafter sent to their complaints department on 15 January, however, to this day no response. We are extremely disappointed with their service. Apparently it does not bother them at all that their clients have to live with broken windows whilst they twiddle their thumbs. Our bond is also registered with Standard Bank, which is now a huge concern, because their is obviously a serious lack of training/transparency/honesty and care for clients who pay their hard-earned money in premiums each and every month. We will escalate the matter to the Ombudsman for Short-term Insurance.