No Feedback to a claim for more than a month

I have made a claim Standard Bank Vehicle and Asset Finance insurance claims around August 2015 to get my (top up) to pay for the outstanding amount which was left after my car insurance paid the value of my car, this was after I had made a claim with my car insurance to payoff my ****** car. I tried calling the people above mentioned people and emailed but no feedback since the 7th of September 2015. I was told that they will pay up the outstanding amount on the week of the 7th of September 2015.