Claims that fall on death ears. Unhappy client so say the least!

My wife had the worst experience ever with Auto & General. She submitted a claim for a broken pc and received a email stating that everything has been finalized and will be paid out via a claim card to her. That email was on the 15th July 2025 she received that email. We are now past a month and absolutely no claim card has arrived. I phoned Auto & General a few times already and the call centre says that the Assessor (Emmanuel) will contact me in regards to the claim card to be delivered. But absolutely NO COMMUNICATION whatsoever from Emmanuel or the customer care. She is a student that needs a computer to do her studies and time is critical as she is writing exams. So I had to go borrow money to buy a second hand laptop just so that she can carry on with my studies. But the claim according to Auto & General is sorted but its NOT. They are quick to take the monthly premium but you take forever to pay out a claim to a customer. I called numerous times and every time it just gets said the assessor will call but never does. This has gone on so far to long. You say you are for the people but you are not. I want answers why a person (Emmanuel) is in that position of sorting out claims but never does his job. This is unacceptable. I want that claim card that was promised to my wife so many times by the call centre but does not make it passed the assessor that clearly doesnt do his job at all. All I want is her claim to be paid out..I am thinking of rather telling people to rather stay away from Auto & General seeing the way she got treated. Its not the policy holder that has to follow up the whole time. Its actually the insurance company that needs to make sure that the client is happy at all times. That is what customer service is about..