Non existent client service

we have been struggling to sort out a claim for a burst water pipe with Standard Bank insurance for 6 weeks now. We are just not getting any feedback on progress regarding resolving the claim. Every time we have to contact to enquire on what is happening as nobody ever comes back to provide feedback on the matter. Plus one struggle forever and a day to get through on the call center number provided. I only get through by dailing related number sfrom the standard bank website and end up being put through from 1 department to the next until I reach a consultant willing to help.