FNB Law on call have no order or customer service

I took out a policy with Fnb law on call during May 2014 as I purchased a property with fnb, I then needed assistance with a body coperate matter requested assistance from fnb they say they could not assist as it is a pre existing matter, it is not but I got a private attorney and I am still busy with this matter.I wrote to fnb law on call last week for assistance in a matter where my car was damaged whilst in for minor repairs and my vehicle was not repaired properly and has major issues after the collision I sent through Deon all the documents as requested and called him today as he never calls to give me feedback he promised to send out a letter of demand but he did not even know who to send it to as he mentioned the name of the panel beater who quoted me the cost to repair the damage that the panel beaters responsible did.I called in later today to find out if he forwarded the letter of demand and he told me he has no time to get to it so it won't be done today.This is a simple letter and fnb can't assist me, he was also rude to me, he lacks customer service.I hate to think what would happen if I need assistance in a serious matter.