clueless staff

i have been paying my account with the insurance that comes standard on the account. when it is time for a claim to be fulfilled, they now tell me that they are unable and referred to the ombudsman. i spoke to awoman at customer care office and told me that the manager will call be back and to date that has not happened, when i was in the cresta store. they seems to have no cooking clue as to what is going on and customer service is pathetic.