How can they NOT help you

Been a client of Standard bank insurance brokers for a while. Pay my premiums Every month. 2 weeks ago an unfortunate incident occured and i made a claim. Have not heard from them since my claim. I keep calling only to be pushed around and put on hold from operator to consultant. A consultant named PRECIOUS was of no help and arrogant. I still havent had my claim processed and still no feedback at all. I dont recommend them to anyone. Im really disappointed in the service. 16th april 2015 made a call to the lady handling the claim who stated that she is awaitn a senior assessors report. When i enquired about this at the panelbeaters they showed me emails of proof that it was sent through 2 weeks ago. From being a good company to a really poor one. Wrote on their facebook timeline only to be told they will sort the problem out and get into contact. Still no response.