I claimed last year Oct for my portable possession with them they paid for my hand bag cover which was R5150

I claimed last year Oct for my portable possession with them they paid for my hand bag cover which was R5150.00. But they didn't pay out for my laptop since the consultant phoned and told me that someone from IT will phone back. No Communication from them now. I'm sending messages to the consultant she's not responding. I'm trying to talk to them on the self service app son response They are taking my money every month but now they cannot assist This is not good service