Worst service ever.. I am very disappointed and I will take this further

I made a claim on the 22/04/23 as my phone got ****** at work. I received an email 2 to 3 days later advising they received my claim and asked for more details. I advised my phone was ****** in the canteen at work. After that I did not get any response. I sent emails and called them, I was advised that my claim handler did not see my emails, at that point it was over a month... A SAPS case was open as it was required at work. I received an email a month later advising my claim was rejected as I was reckless. I sent an email to the complaints department to ask how was I reckless when I was at work and asked for my claim to be re evaluated. I did not get a response from them since I sent the email to complaints. A month has passed since I sent an email to the complaints department and I have not received a response .. I have called 5 times and each time Im being told a manager will call me and it will be referred to complaints but none of that has been done. I called the Underwriter 2 times and they are telling me there is nothing they can do as they don't deal with claims. I have been debited twice already since they have advised my claim has been rejected. I don't understand why my claim was rejected and I would like for them to reconsider their decision.