Standard Bank Home Insurance is dodging claims but collecting premiums

I have written a report last week on how I battled for more than a day to contact the call centre. I managed to register the claim but was given a list of info that I needed to provide them with. I was given an email address. I got all the info but had to take pictures of the geyser as it was old and info not visible anymore. All the info was sent to the email address given. No reply. I again went trough a week trying to call the contact center. From first thing in the morning up to closing time they did not answer. I called the complaints 3 times and each time they told me that they would get someone to call me back. No reply on any of these promises. After a week of battling to talk to anyone at the call center I wrote a report on Hello Peter. The next day I got a call from Standard Bank and they promised to get back to me by the end of the day. They did not! The next day I once again tried to call the call center. They answered within 12 minutes - WOW a record. I asked about the info sent and indeed they did receive it all although they never confirmed any one of the several emails sent. They then told me that I will receive an email to confirm my claim. I would have to sign the letter and return. DID NOT RECEIVE A LETTER! Two days later a gentleman phones me from Standard Bank informing me the same about an conformation email etc. NEVER UP TO THIS DATE HAVE I RECEIVED MY CLAIM LETTER?? WHERE IS MY LETTER STANDARD BANK HOME INSURANCE???