poor business

I logged a claim on the 10th of march for my cellphone but even today I haven't got a positive feedback on my claim I have been told to send the same documents to the same person over and over again Yumna Davids which she seems to misplace my papers or my emails do not reach her or him. I am frustrated because I have been paying what was due to them every month for more than 3 years so now since it is time for them to pay they are giving me the run around I am even struggling with my emails I have to use my work email to contact them after they said after 48hours of submitting my claim a consultant will contact me even up to today no one contacted me I had to contact them again. why do insurance do not want to pay consumers when it is time for them to pay but when they want money from us its very easy for them to call us even 10times a day. worse serving ever