Lack of Transparency and unprofessional

I've been trying to get help from this insurance regarding the claim I made 3 weeks ago, but every time I call to follow up I'm told that I'll be called and that doesn't happen. My TV packed up and I called them because we are insure by them. The accessor Came to collect the TV and promise me that I'll get the feed back on Monday but it never happens I called on Wednesday I was told that they are waiting for a report. They sent an email on Friday that we will get a feed back the following Tuesday which is 2 weeks ago I then made a follow up then I was told the lady handling my claim is bisy.. Later she called spoken to my wife that they found a TV almost similar to the one they too but the brand and I then ask my wife that should they call they must call me so that I know the spec of that TV because mine was JVC android TV and they offered Hi sense. Since then they we quit and I followed up again last week I spoke to MR Govender who promised me Samantha will call me before end of business but that never happened. But he told me our claim it's been finalised and we should pay R4000 and that it's too much our access should be R2700 and he told me that it is because of our tv was not surged,now to my surprise all my electronics are surged how did they come up with such. He then told me that he will send my query to Samantha his manager but I've never got call from her. Today I called got Nhlanhla Mtjali and she's telling me she'll escalate the metter. I'm tired now to do the follow up without help. The best thing is to get my TV back as it was I'll go fix it myself and I'll be canceling their insurance including the car insurance. I hope this will be a wake up call to all 1st for women clients. Claim Ref DE***