Very poor service

I have submitted my claim on Saturday as my electric gate was not working after there was power outage in the area the same day, an assessor was send to checj it out on Sunday and the issue was supposed to be fixed on Monday, i got a call from the assessor that because it is a power surge Bettersure said they must not fix the gate until they get the go ahead, i spoke to Shaunie on Monday the 13th of September 2021 to email my proof of banking details which i did the very same day, on the 14th there was no communication from them even after i send them an email that the gate not working is a security risk for me, i called bettersure today the 15th and Siboniso Maguma said he was supposed to have called me because there is a form that i must fill in he will send an email, when he did finally send the email there was no attachment, i notified him immediately of this he didn't respond, i called he didnt pick up, i have a car i have a child what if something happens to us because the gate is not working, Sinoniso Maguma said the money will reflect in my account after seven days it means this could even take a month because he is not responding to my emails or calling me and i should always sleep with one eye open because he is not doing his job, if something happens to me or my car better sure will be liable because they hired *********** staff