Poor service from claims

I'm utterly disgusted by the level of service Dial Direct Cellphone claims gives to their customers. My device got lost in December and to date my claim has not been settled. I have called, sent emails, logged a complain on their website but nobody bothers to get back to me, when they do they don't keep their promise. The latest being Friday where I sent an email to the technician and yesterday I called her again and she was on her phone the whole day (it could be that she is ignoring me)...once this claim is finalised, im moving.