Dstv insurance

Good day, I have been having an issue with dstv insurance company with regardd to my decoder, I even send emails and made calls but I'm not being assisted. The emails i have sent was with pictures that i have a default decoder that needs to be replaced ,despite my numerous attempts to reach them ,they keep telling me that the matter is escalated.I am asking for help clearly it's been weeks with this issue.

Its frustrating me because I have been paying monthly for the insurance and for years.

Please help me