Bad service

I lodged a claim Feb this year after being in an accident, Few days later I got an email that said Telesure inv holdings will recover my access back as they work with 1st for women, I sent them all the necessary documents, I did not get any communication from them unless I ask about the progress , this morning I get an email that the recovery of my access was unsuccessful, exactly 6 months , they wait until the time stipulated in their email to communicate with me telling me my recovery is unsuccessful. I paid premiums every month , paid the access fee but they failed me. This is frustrating and no professionalism at all