Pathetic service management

On 11 May I called Budget insurance about the loss of my hearing aid, an item that was specified on my policy. I was informed that Feroza who would be the claims consultant managing my claim would be in contact to discuss the information she required to fulfil the claim. Wednesday I had called to follow up, to which I was then told by Nawaal that my case was marked as a non payout due to the fact that my hearing aids were no longer covered. First off it is unacceptable that I am having to call to follow up on the status of my claim, only to discover that the claim had been closed with non payout decision when Feroza had never even bothered to call to discuss the status or tell me why this decision was made. I too was informed that there were changes made to the policy by Nawaal, who also mentioned that my specified items could have been removed accidently, which is the reason I have asked for all calls to be sent to me for my legal department listen to. In calling this morning, 19 May, Lucinda confirmed that Nawaal had not even escalated the request for the calls to be added on to a disc for collection as she has said she did. I want to know when my hearing aids were removed from