Not true reflection of promises made

I have two policies with this service provider, car insurance and rim/tyre cover. On the 13 of November at 08:45 I put in a claim on my rims because I had an incident on the road, while I was busy lodging a claim on an email I was told that an agent will contact me within 24hrs. And I was made away that an agent by the name of Basetsana is going to be in charge of my claim, 24hrs past and I haven't heard anything from Basetsana then I took an initiative of sending a WhatsApp text to the number that was given to me and Basetsana had confirmed that I can use this number to contact her. There was no response from her end, only on the 27 I got a call from another agent telling me that he is now in charge of my claim as Basetsana was moved from and to another thing, when I told the guy of my disappointment about the poor service because whoever moved Basetsana was supposed to make sure all her cases are handed over to someone and that person was properly briefed so that we don't have to suffer while we pay without any excuses. I then asked him to transfer me to his manager, he told me the manager was in meeting but took my contact number so that the manager can contact me after the meeting. Today it's Friday 28 November and I am still waiting for the meeting to end and for the manager to contact me. I am so disappointed because we pay insurance so that in times of need for help we can just reach out and we will get help. Right now I have rims that are not alright yet dial direct is taking premiums every month end as they have debited my account yesterday 27th November, but the failing to fix things in time. I am even thinking of looking for another service provider, where managers will not be in a meeting for two days and not find time to attend to the complaints of customers. That time I have 3 rims affected. I am so not happy right now, especially when I know I have never been behind with my payments