Dial Direct Insurance poor service

I have a vehicle Insurance with Dial Direct South Africa Insurance and have been with them for 14 years and its the first time I am claiming from them and the kind of service I have received is shocking. I logged a claim on Saturday and I was advised their claims consultant will call me which never happened. For the past few days I have been the one who is following up with this claim. I cant believe with such competition in this type of industry Dial Direct doesn't value their clients. I would never take another product with them and surely will look for another company to give me a better service in the future , which I know they will benefit from because for the past 14 years I have never claimed from Dial Direct this was the first time.