Poor service ,Empty promises and lack of proper communication

I re-app**** to have my home content insurance activated again after being cancelled for over a year due to financial issues and loss of work as a result of covid. I started working in late December 2020 again and at the end of January phoned again to have my insurance for my home contents to be active again. The agent that assisted me was helpful although she didn't advise me thoroughly. I asked the agent to call me at a specific time as i am really busy at work and only have a couple of minutes during the day to take personal calls to have the mobile phones(cellphones) IMEI codes to have them under the specified portable goods which she never has done to call me. My little brother got ****** just over a week ago and after struggling 2 days with vodacom to have the ITC ref number the SAPS still refused to assist with opening a case. I lodged my claim only to be contacted by a claims agent Aruscha Chetty to tell me my claim will be rejected as the cellphone cannot be claimed under unspecified goods and needed to be listed under specified goods. After a massive argument of this and explaining to her(keep in mind its like asking a wall to move) she promised me a feedback call at 10am the following morning the 05/03/2021 and if she cannot reach me at said time that she will contact me past 4pm the very same day. We are now already at the 08/03/2021 and still have not received any feedback from Aruscha. This is the 2nd time I lodge a claim where she is the claims agent and even after explaining everything as truthful she does not listen and make a proper decision, she makes an ill informed decision possibly based on her mood or whatever and then she sticks to it like it is a law. I also told Aruscha that if I do not get any feedback at promised time of the 05/03/2021 that I will be cancelling my policy with dial direct and move over to another insurer. So it seems that she does not care at all and is willing to risk losing a client instead of keeping to her word and delivering customer service