Complaint

I lodged a claim on DSTV insurance on the 25 February, and to my surprise I was sent from pillar to post, I made follow up calls everyday since the claim, I get several consultants at DSTV insurance call centre they all keep on saying they are escalating the matter and their superiors will contact me, until today no one has bothered to call me or send an email with the solution to my problem, I pay full amount every month to get service but only to be assisted is a problem, now my question is am I paying for the service that I'm not receiving? I am very depressed right now I have lost hope and trust on DSTV insurance, I am starting to think it's ****....