Bad service from Auto & General - Henriette Oosthuizen

I called to lodge a claim for repairs for my damaged rim around the 2nd of Jan this year. They told me to send pics and all the relevant docs from my side, I did. I was told the process would take 48hrs. Im still waiting for a response from them. I have had to repeatedly call them myself to no avail, as some of the consultants would tell me they cant see the details loaded on their system regarding my claim, one sounded totally cluesless about what I was talking about, which got me very frustrated, especially because I called them with my airtime (at my own cost) the other one would tell me how Henriette Oosthuizen, who is handling my claim, would call me back. She,to date, has still not called or made any sort of communication. Still I keep having to call them back myself, to no avail. All I would get from all the consultants after I voice my frustrations and disappointment is how they apologize for the inconvenience, and yet it still persists. They refuse to give me Henriette's number or email address so that I can communicate with her personally, since she is clearly not making an effort to give me feedback regarding my claim. We are now approaching the end of the month (bearing in mind I was told the process would take 48hrs, and I would then get feedback) and still my claim has not been attended to. This is now on borderline pathetic. They are quick to debit accounts for their premiums, and yet come claim time, there is always a reason to not pay out, or delay the claim process. I am very discouraged, frustrated and disappointed by the service I am receiving from Auto & General at this point. It is because of people like Henriette that work in companies, and give them a bad name because of poor service, and get customers to consider the option to cancelling their policies. Im sure considering it. I hope Henriette Oosthuizen sees this.