device replacement

I have been awaiting a device replacement from this insurance, I have been sent from pillar to post by your agents. Telling me someone will eventually give me a call to authorize my replacement. I paid my access fee at a ridiculous amount of R1000 on the 25 June. No one responds to your online complaint system. The service is really poor for a company that has a customer care line. I was told today when I called that I would receive an authorization SMS, but nothing. Absolutely appauling .