Horrible customer service/ No service at all

I bought insurance at Incredible connection for my phone. My phone was ****** and I opened a ******** case. All the required documents were send to Abacus. Lindiwe from claims department send me an email after I phoned numerous times at different times with no answer at all (I hold for 2 hours at one occasion during office hours with no answer). I finally got hold of Charleen because I went to incredible connection complaining about the bad insurance they are selling to their customers. Lindiwe from claims asked me for a photo or email from MTN with the ITC number. I phoned MTN and was told they give it over the phone (not in writing) and that the insurance companies must phone them to verify. I informed both Charleen and Lindiwe about this via email because no one is still answering phoned at Abacus. I received notification that Charleen deleted my email without reading it and Lindiwe opened the email but ignored me. I phoned customer services the following day and was informed my claim was still in the pending status and Lindiwe did nothing to progress the claim after ignoring my email. I send a second email regarding the ITC number and phoned customer service and again was told Lindiwe still didn't touch my claim and she's working remotely so I can’t talk to her. This is some of the worst customer service I've ever experienced from a company with staff who is obviously not doing their jobs and management who is obviously not in control of their staff. I'm very disappointed...feels like someone is spitting in your face when you can see them reading and deleting your emails and just ignoring you Claim Number: 008i-003645