Lack of feedback

So as usual one pays for 10 years towards insurance then when you claim they find the loopholes. I have logged a claim 15/062235 on the 24 August. They sent 2 different plumbing companies to come and assess. Just to finally reject the claim due to loadshedding,seriously. After over 20 calls to get feedback and the rejection letter and still nothing. Spoke to team lead Dorcus on 28 .09.2015 one month later and she promised to forward letter and details to me by end of the business day. It is now 20:00 which is save to presume the business day is over and I have still not received anything. So does Standard bank care about customer service or are they getting to BIG to care.