STD has not responded to my appeal letter.

I lodged a claim on the 3rd of April via STD call centre, Shirelle advised me that what I was claiming for is excluded from cover, I was not happy with explanation and requested a repudiation letter so that I can appeal. after several attempts i eventually received a wrong letter addressed to another which I immediately rep**** to that the letter is not mine. I have since since sent a letter to SIL communication on the 15th of May and received auto reply confirming receipt. To date no one has contacted me from Standard bank. My query is on TCF and ensuring that clients are kept informed of changes to their contracts that will have a huge impact at claims stage. STD communicates all good things but does not inform clients about things that will have adverse impact. If STD is not responding to my appeal letter I may have to take this to the ombudsman for short tem insurance but I was trying to be reasonable and not be emotional about this. I appeal to clients with homeowners insurance with STD to check that they are still adequately covered. Call centre must stop referring us to policy wordings when they know that the wording is in fine print.