baddest experience with standard bank insurance

We waiting now for 5 years and 5 months already with no answers from standard bank insurance group. Every time we go in they give laim excuses or dont have answers and the consultant (Vuyo) that was assisting us with the claim at tge head office in Johannesburg just vanished . I personally laid a complain with there customer services in Johannesburg on 6february 2016 and then in October 2016 Vuyo called and said that the money would be paid latest end of November and that was the first time we heard of him after the claim was submited on 27 November 2012 and the last time in 2016 then not a word since then. I contacted again and this was a respond "Hi, perhaps consider referring the matter to the ombudsman 011 ********** or Sharecall: ***or email E-mail. ********** . So what kind of a service do u think this is how long should we wait . Bad service i wont suggest anyone to take out any policies by them .