Complaint - Application sent in Nov 2019 not processed

Application for gap cover for my father inlaw was sent to *** on 25/11/2019 as instructed by appointed broker who was also emailed Having realised that the amount payable for the gap cover was not being deducted, my husband contacted the broker on 05/06/2020 who confirmed that the matter would be addressed as soon as he had finished a meeting he was attending at the time. To date I have not had any feedback in this regard and am still not covered. I have had to follow up telephonically and via email with no success. Emails sent to Thabo (***) who assured me that this would be addressed urgently. The lack of communication and follow through is concerning to say the least and does not leave one feeling comfortable at a time when the cover may be in dire need. Please assist with ensuring this matter is prioritized and attended to as soon as possible. I would like the gap cover to be activated immediately and am willing to pay the total amount due from the date of application. I would also like the gap cover to be backdated to the initial application processing date. Today my son has once again tried to contact Thabo on telephone number *** and *** and was advised that Thabo was working remotely however when being transferred there is no response. It would be appreciated if this can be investigated and confirmed whether the initial email application sent on 25/11/2019 was ever received. Having had a quick glance at your website the poor level of service I have received does not align to the value ‘We are obsessed with our clients and seek to meet and exceed their expectations.’