Poor, bad and terrible service

I have the insurance with dstv for the device only and submitted a claim on the 7th August no calls, sms or email received from the and when I called they always say the are wait from higher or the insurance have done something which it was supposed to be done on the second day of the claim and they have escalated it but still no communication from their side. I called today still the same thing and I asked to speak with the team leader after I they give me another excuse. I need solution I've been patient enough . This is the poor service and they should be ashamed