Disappointed in first for womans customer service

I submitted a claim 2 weeks ago and was appointed an investigator.This is the second small claim I have placed in as many years and for some reason I got the same person put in charge of my claim.Emmanuel Nzama.The last time was a nightmare and this time he seems to have just gotten worse.I have never had any communication with him.I have to call every single day and someone else has to do what he was supposed to.A week had passed and one of his colleagues checked on the progress and he had not even notified the assessors about my claim yet.Last Thursday I was promised to have a final update on my claim,from Emmanuel,but no one has gotten back to me.Its been two weeks and not once has first for woman contacted me first.I have to call and be on hold,every single day.But they are quick to take the premium od R1986 from my account every month,without fail.This is a simple claim for a pool pump and I can't even get assistance from them.