Non existing department

I got retrenched in November 2015.2 weeks ago I sent claim forms and documents to the claims department &got a mail back saying they received it.but not to respond to it. I gave it a few days and no one called.I called the call centre spoke to some lady who checked and said they had not received it but they will call me back then I e-mailed again hoping that I will get a response but nothing up to now.now I'm really beginning to think that the salary protection policy is a **** and the claims department does not exist.I need the salary to survive on it while searching for job.i have children to feed.I need to take this further because it means standard bank is a *****.Please people do not open this policy with standard bank.all I wanted was communication to show they care and that they are aware of my claim and they are working on it.if i get another job soon before they sort this out then it's the first policy I will moveto a better service provider.it's disappointing how they treat their customers.i'm disgusted.