Customer Service non-existent

Completely appalled with the service i am getting from Dialdirect or should i say lack of service. I had a lightning surge and a number of items on my property was damaged. I have been contacting them continuously over the course of just under 3 weeks. Their app does not update claims, or statuses of claims and their agents have this terrible habit of calling through just to record an outbound call on their system but dont talk on the call. I then have to call back with my own airtime and wait on calls for over 30mins at a time because i am promised that i will get a call at close of business but i never do. So i wait on the call despite losing 100s of rands on airtime. One of the items was my pond pump being damaged and despite expressing urgency for the claim as my koi fish were distressed they did not care and we have lost already 2 koi, one of them being a Japanese koi and i have brought this to their attention and they have paid no heed to this and continued to disregard my concerns. What has happend to customer service in South Africa? Should we maybe move our call centres to India now? Be cognisant of the changing times Dialdirect before you can blink your customers will move across to Outsurance or your other competitors. We will pay more premiums for better and more efficient services. Dont lose sight of the "sick and tired" attitude of South Africans.