Appalling service for personal claim.

On the 12th October i called the insurance for geyser burst and resultant damages. Firstly, i was told that they will not cover my loss because I did not take the geyser cover. I asked for the recording 3 times which I still do not have. The consultant promised to listen to it which took her 2 days to do so for an hour recording. There are no updates whatsoever. I kept on calling them for updates and get promised that a consultant will call me before 5pm knowing very well that they knock-off at that time. They called me to say now they will cover since it was not offered to me. Ok geyser was sorted and I paid the access. Now am told that I have to pay the access for the resultant damages which does not make sense and offering me peanuts as a result. It is my first claim with them but am ready to move to the one that knows the client centricity. If i was amending my policy i would have gotten an email before we even finish the call. There is not even one email on the claim issue. Their robot is also an issue. Every time I call it's the Rachel robot which takes more than 3 minutes before speaking to the human. Even today I was promised that the consultant will call me and no call as yet, I think its their way of getting rid of the client. Still no recording till this day.