Horrible services from dstv insurance NMS ref no *** email ref ***

I have a challenge with dstv insurance department NMs my claim have been pending for 47days now,I keep calling and emailing the response is the same "they'll escalate" .but nothing happens,I'm paying but can't watch TV because it has an e48 message.their insurance department is so useless from 27 January when claim was submitted till today 14th March they fail to assign an installer to help,but I'll never miss the debit date