It is absolutely horrible

I submitted my claim on the 17/06/21 and on the 18/06/21 I got a response after sending all required documents. They said I will be contacted in 48 hours until this day on the 7th of July I have not been contacted. I sent the consultant handling my case multiple emails and s/he did not respond to them. Their line is always busy, I hold for more than an hour. They don't even have empathy, my son lost his phone in Bloemfontein. We live Pretoria and it was difficult to communicate with him. I booked a bus for him to come back home. I did not know where to send the reference number. Admin plus insurance's service are pathetic