FNB Insure (Cellphone and Laptop Insurance)

I had a very unfortunate interaction with an FNB insure claims agent named Portia Thobejani. I submitted a claim for ****** items in January and till today my claim has not yet been concluded and the agent is unwilling to give me progress feedback. Portia does not respond to emails, is very rude over the phone. There were instances where I had to sign certain documents and there were things I needed clarity on, she would refuse to explain the documents and would simply tell me to sign them. She does not give timeous progress feedback and when I inquire about the feedback she gets annoyed. She demonstrated a lack of telephone etiquette as she does not listen and speaks over me whenever I try to make a point. She was very insensitive and impatient. As I’m writing this review I do not know what is happening with my claim as she does not respond to emails or direct questions. She has **** to me on several occasions when I enquire about the progress of my claim. Whats even worse is that FNB is still debiting my account yet my insured items have been ****** which makes me ask the question, is Portia Thobejani deliberately delaying the processing of my claim and intentionally refusing to give me progress feedback on my claim?