VERY BAD SERVICE!!!

No stars to this one. I have received terrible service. Seems like no one knows what's going on or what they are doing. I filed a claim for my laptop month and months ago and am still waiting. My payments are on time every month and for what. I think I'm going back to Outsurance. FNB keeps calling me when I complain and then they apologize saying they will escalate the issue or this and that and I am still waiting. Nothing has been solved. My laptop was collected, after my first complaint, by the courier service to go in for assessment. At that time I was all ready waiting months for this to be sorted out. I sent in all the documents they needed and then didn't hear anything back. I sent numerous emails and the one day I receive a call from a consultant apologizing. Seems like they just ignore emails if they don't know what to do. Now it's been months again. Wha t must I do to get this sorted?