Stangens shows no care about their clients

I made a claim for my wife's severe illness benefits. It took Stangen about 10 months to make a decision. After the decision was made. I have further lodged a dispute via the ombudsman of Stangen about 3 months ago. The dispute seems to have fallen on deaf ears. The ombudsman for Stangen did not reply to any of my emails nor do they take any calls. To me the company is showing that they have an ombudsman that we can email but it is either bogus or there is no ombudsman representing Stangen. I have also been dealing with Sanlam and within 2 months all queries have been resolved. What is happening Stangen? Is this how you'll treat all your clients? To take our money you'll are first in line but to pay out or handle any queries you'll send out a reference number and nothing is done after that. What do you'll expect from the client? more referrals, more business. I need my query number SG18-*** with the ombudsman attended to immediately.