Failure to give feedback to clients

I reported a lost phone on the 26 of January,up until now I am the one who has to call in to follow up on my claim,I even asked for the consultant to be changed and I was promised that the new one will call me on the 17 of February but she has not, I called in today they told me that the consultants have knocked off and I should they will call me tomorrow of which I know they won't, I have lost trust in them because I can't trust them with small things,what happens if my house or car burns down. I am not happy at all and I am tired of calling 1st for women to follow up on my claim. Even when I had to submit relevant documents,I had to call in to know about those documents and after getting them no one got back to me until I called again and I called because I received a message saying that my claim was rejected because I did not submit some documents. They have an app where they say they will communicate with clients on it,Zelpha Jacobs was the one in charge of my claim but she did not respond to my messages on the app and my e-mails until I demanded that she be changed,they changed her to someone called Celiwe on Monday 16 January and they said she will call me on Tuesday but she never did. I really trusted 1st for women and I no longer have that trust with them,I am thinking of taking my business elsewhere.