Poor service and *********** people working there.

Claim logged 5 Nov already. was informed that claim will not be paid accordingly due to another policy not taken out when insurance was taken out. We have requested the call recording where this was explained. this is more than 2 weeks after the first request for call recording was made. Was told we will have it within 72hrs. Everytime i give them 72hrs or more, then i phone again, I send emails, NO FEEDBACK IS RECEIVED. You are being transferred from one person to another, then put on hold for 38min, then call is being dropped. I phoned again now, was transferred 2 times, the 3rd time they transfer me the phone call dropped again. I URGENTLY NEED THIS RESOLVED OR A COMPETEND PERSON TO SPEAK TO.