Disgusting Service

I've been a policy holder with Clientele for a number of years. I have never had any claims until last month, when I had my contract of employment unfairly terminated. I referred the matter to Clientele and forwarded them all the documents shortly after it happened. I was not happy with their tardiness at which the matter was handled, because I had to call them several times to get feedback. I eventually wrote a mail complaining about the matter, and my questions were not answered as to why it was not given the urgency it deserved. On the 4th week I was eventually told that I had to lodge the complaint with the CCMA on my own. And I was also informed they were still going to decide if it's a winnable case and if they were going to pay for it. By that time I was told the matter was being referred to an external attorney, but at no stage I was contacted by an attorney. I fail to understand why did they have to make me wait for 4 weeks to inform me that I have to lodge the complaint with CCMA on my own. Yet when they advertise they always highlight promptness when attending to issues, which equates to false advertising. I don't see the need to continue with the policy.Highly peeved.