Bad Claims Experience

I took my phone in for repairs a few weeks ago and had expected my insurance to sort it out for me, however after about 3weeks of not hearing from csurance I decided to call them and find out what the problem is. First things first getting thought to the agent is somewhat impossible and their ivr system is not user friend not does it sound profession. After numerous failed attempts of getting through to a consultants, I was finally successful. Given that I also work in a call centre I'm able to tell if my call has been placed on hold aswell as mute and I have to say this was done one too many time and this was even before I had spoken to an agent (serious call avoidance). i initially spoke to Florence who advised that she would call me but last Thursday but she never did, she also advised that her manager Buhle would call me but this was not the case. I then decided to call again on Monday and spoke to a patience who was still not able to assist me and advised that she would get Buhle to call me back but this was still not the case. To make matters worse patience guaranteed me a call back before the end of business today but this didn't happen. Their service is so poor