Ombudsman long term insurance

I did have issues for poor service by hollard insurance company. And they admitted thier wrong in writing and I did take them to ombudsman .and i was in the office in Johannesburg to open the case .and they told me 30 days and I will get the answer.then I wait now over 3 months and nothing happen at all except senting emails to me to try to support hollard side .I believe they working together because of that they want me to loose my right .I did sent too many email which I received from hollard they apologize about thier poor service for many years .and the email state i didn't receive good service even they try to offer me diffrent offer to drop the matter.but I refuse. All what I ask them pay my money back which I pay for 3 life policy and disability policy .even i get injured in my spin 2 years ago and I didn't find even office for hollard to claim .I don't know does ombudsman support them for thier mistakes. Or .............