It feels like I'm bothering them

I've been with budget for more than 4 years, receiving the best service until today. I had an accident on 5/03/2025 and my car was written off. The claim was approved timeously with no issues. I was told to send some documents, which I did and were received in Durban branch on 24/3/2025, signed for by a person called Lungile. Since then it has been a nightmare trying to find those documents. I call literally everyday and each consultant tells me the documents have not been received and I have to tell my story again and again, all they say is they will send a message to Lungile. I asked to speak to Lungile directly since they can't and they tell me she/he is busy. I'm stuck with no progress and no one doing anything or communicating. If I don't call they don't call either. The person handling the claim has not been replying to my emails at all. Now what's left for me is to drive 560 km to their Durban offices to try and find those document so they can again take more of their time to make a payment. I have insured my second car with them, I hope nothing happens to it until next month when I have a new insurer, I can't go through this lack of service again. If you are trying to find insurance, don't be like me.