Poor service

I took a policy for my son in 2024 as he was not covered under my policy anymore, I went to Rustenburg North offices to update my banking details and to my surprise I was told that my son's policy is not active and he was not covered,I had to rush home to fetch policy documents that confirmed that indeed policy does exists,,the lady who assisted me promised the matter will be investigated and they will give me update on Monday morning, after two days I called the office to get an update as no one called me, I was told the matter was still under investigation, I went back to their office AGAIN and the matter was still not resolved and only then they dealt with my case in my PRESENCE,so the question is if I ddnt go there's was my matter still going to be pending?I decided to cancel my policy after being with them for 16 yrs as I felt I was not valued and they could have given my case priority,if something could have happened to my son he was gonna be covered, I was so disappointed