Pathetic service Standard bank insurance brokers

I logged a claim regarding a smash and grab on 20/04/2015, to standard bank insurance brokers. I have battled for a week to get any feedback regarding the claim status. Shirley the claims manager informed me that she is not responsible and it is out of her control. Surely, the broker is responsible for ensuring claims process is effective. It is not 04/05/2015 and I have received no communication regarding payment on the claim. I run my own business and this is detrimental to my business. I have no laptop to work on, no method to assist my clients. The loss of income so far is estimated at R20 000. How can a small business like mine survive??? I need feedback on the payment asap!!! No one at Standard bank insurance brokers will assist me.