Worst claim experience ever

I wasted countless hours and cellphone expenditure on a matter that should've been resolved in two days really. Firstly, when the incident occurred, i immediately called the "helpline" number, but was told i have to call back Tuesday (2 may), as the incident occurred over the weekend, and there was a public holiday to be taken into account. Then i contact their call center on Tuesday, but every time i speak to different person, with a different perspective about what should happen. They also sent me an "amended policy do***ent" after i submitted my claim, which indicated a higher excess amount. When i confronted them, i was told it was a error on their side, and i'm only accountable for the lessor amount. (after i mentioned the insurance ombudsman, their tune changed). Then today i spoke to Robin Martin, which couldn't really help with anything i asked. She promised to get some answers and get back to me before 12pm, and yip you've guessed it, 3 hours later i'm still waiting.