Poor service from Cell c device insurance

I have submitted a claim with Cell c device insurance on the 20 May 2024 ,the i got a lot of requests for motivations on after another which i comp**** to,i was then informed to wait for 14 working days to allow the underwriters to finish with thier process,I waited for that 14 days and More with no communication from Cell c device insurance,eventually on Friday the 21st i got notified that i need to pay an x amount for access,Due to a confusion that was created again by the insurer i didnt know weither to pay or not,i took a phone and called the insurer to confirm and i was told that my Access is still being discussed i must not pay anything,as usual they took my numbers and the rest of friday i didnt get any call,i waited on monday the 24 for a call with no luck.i called Cell C device insurance again and they said the agent that deals with access is on Lunch i must wait i should get update by COB and still no call. I woke up on Tuesday the 25 hoping the Agent will be back from Lunch and i found a new person again who also took my number promising that she will call me by 14h30 and i am still here waiting.all i need from them is communication which they never do.its been over a month without a phone and all i get is this poor treatment from The insurer which i pay for services but i am not getting any service from them at this point