Poor Service delivery from the Auto and General dispute department

Been almost 3 months my car was ****** tracker could find it even the police and Auto and general declined my claim and they referred me to their Dispute department. I received an email 3 weeks back from Tshepo Malope saying he will get back to me soon as possible. I called him the whole week but he promises me to call me back,and he ends up not calling,I end up calling. Today is Friday I called and he said I will receive an email for the final decision before end of the day but poor service delivery. Been paying them every month for 3 years now. Am a small business and it has suffered using bolt and not making money. Hope this message reaches the Dispute department at Auto and General.