Worst service ever

I submitted phone claim on the 28th of February, I was advised that an email was sent for authorization. It's been 3 weeks now without any feedback, every time I follow up, I get the same answer(email is sent for authorization). I asked for reference number, I was advised to use the agent's name. I followed up again today, I spoke to Kgosiami, I asked to speak to the manager/supervisor, she advised that they do not authorize claim and she cannot transfer my call. I asked for an email address, she gave me an email address(***) and they never rep****. I have been paying for the insurance for 2 years without missing any payment, but they are delaying the process when it is time for them to assist. There are payments that I missed and I can't pay because I don't have access to a cellphone.