Delay and excuses to car insurance claim

I have more than 4 weeks of waiting for my insurance claim for my car to be finalised and instead I was told that the claim has been closed due to unavailability of my records from previous insurance companies. I personally phoned insurance companies and all records were sent to me and then forwarded them to ABSA and they couldn't even bother to acknowledge the recipient of the email. I have been paying my monthly premiums and they are all up to date. Right now I am so disappointed in poor service I have received and I am seriously considering to move to another insurance house.