Poor client service

I took vehicle insurance with this company in June 2017 to date I have never missed a premium or claim until the 20/04/2019when my car was involved in an accident and I made a claim and sent all documents they requested to date my claim has not been paid, people working for this company are very cold and not professional, they don't do follow up calls to update me about my claim I always have to call them and speak to people who seem to know nothing about my claim daily. Yesterday I refused to drop the phone until I get proper feedback and I was told the claim will be paid and today I will be given direction about my claim, when I call them today the guy I spoke to does not know anything about the information I was given yesterday and tells me the accessor is delaying as they appointed him on the 29/04/2019.i am really concerned to what would happen if I had a major accident as this company is very inconsiderate of my situation now. Every time I call the broker they assigned my insurance to its stories and people not knowing how to assist me at Maestro insurance brokers, I have called them so manier times with no proper direction as I would be told Nelly is not around or not at work, if I do get her I wait long time on the phone while they trying to get hold of the claims department at Axsure. Am really disappointed and dissatisfied by this type of client service. The brokers number is ********** 787 and Axsure is ********** 300,the claim number I was given that does not even seem to populate any information when I do follow ups is 59-6 ********** , this is very bad for the R1199 that I pay to them monthly just to insure a polo vivo