3 month im wating for a insurance claim

We had a burglary 3 months ago .obviously we claimed against our insurance Stansure whom we have been paying now for 20 years .Todate the claim has not been finalised .I am unable to get anyone from Stansure to give me an update despite numerous emails who incidentaly don't get rep**** to .The issue seems to be that the ******* damaged my alarm at the time of the incident .my alarm company has verified that they are unable to give them a report as the alarm was damaged beyond repair ..I have complained on Helopeter and assigned a representative .I am unable to get a response from this representative even though I have mailed him several times for a response .Surely if my claim is disallowed I have a right to be notified so that I could lodge a complaint and take the matter up with the insurance ombudsman.This is not a way to treat a loyal customer .Maybe loyalty does not exist anymore at Standardbank .I am switching the end of the month to OUTSURANCE