Claims not attended to with Urgency

Well, this is my second publication regarding to Standard Bank, Stansure division. Since my last episode, nothing has ever moved. I mean the claim is still outstanding and no one seems to care. Like I said previously, we are unable to do anything since the claim is at Sasria and the agent at Stansure is not doing anything about it. My sister was on a wheelchair and now she is on crutches and maybe next writing she will be walking but the claim is still open. Stansure seems not to care at all. Now we have a situation whereby it will be the third month my sister pays for the car she does not have (her obligation fulfilled). What about the obligation of the insurance to assist their paying clients? We do not know where and who to talk to now as no one is interested in returning calls or mails send by me and my sister.