worst service ever!

on the 17th October 2023 i have submitted a claim to this insurance company and at first i was told there was no contract under them by Erika du Preeze because id number was incorrect but my mobile number that im registered ith is correct. then after fixing the id number she sent an email to say she has escalated it to the underwriter on the same date and that i should wait for response with 24 hrs, the next day 18th october she asked if i have ever made an upgrade becuase she does not have the IMEI number on their records or if i have any other insurance besides them, which i responded NO, since i got the phone from claiming a lost phone. she then kept quite since then, from there on i keep send emails to check progress for my claim but she insists it is with the underwriter who were supposed to respond to me in 24 hrs. i am very upset with the service i am getting from them as i have been with the insurance for a long time.