Claims process

From inception of my initial complaint with car track on this platform I still haven't received any assistance or communication. It's truly upsetting to know we trust in reputable companies and when it's time to honor their part of the insurer they avoid you and say they have made contact which is a complete and ********* practice. So for R47 initial debit which was not taken in the next debit neither recovered or notified and a process which was mandatory they failed to mention over the phone my claims is not being honored is this how the process works.