Bad client service

I am grossly dissatisfied and appalled at the kind of service I have received from your insurance division,I took out an insurance in 2017 /10 thinking it would be beneficial for me should I suffer damage or loss.Unfortunately,last week my phone was ****** ,I was under the impression that the matter would be resolved efficiently right after I was advised by one of your agents to get an affidavit to which my claim would be processed,I have been sent from pillar to post:from agents giving me different amounts which I was required to pay (access fee ) in order for the claim to be processed,to empty promises of having my matter settled speedingly!

I spoke to an agent (I cannot recall her name) who promised me the team leader Susan would get back to me,which never happened,again ,bad client service!

I would like to categoricly state that your agent :Anika has bad client service!I called today to enquire about the progress of my claim and all she did was become dismissive and rude which is unacceptable!I am an aggrieved client who needs answers,more so because I have been paying my monthly premium and in addition ,paid the access fee requested!

How do we resolve this matter as I am no longer prepared to wait ?do we take it up with the ombudsman because I feel I am being inconvenienced for a service which I have been paying for ?I will furnish you with my contact details and would like you to respond.