Cellphone Claim - Poor Service Experience at Holland Insurance

I have a cellphone insurance policy with Standard Bank which is underwritten by Hollard. I would like to complain about the terrible customer service I have received from Hollard after my cellphone claim has been approved. I communicated with a lady called Nonhlanhla. Nonhlanhla asked me to communicate with their cellphone replacement company called INSRAP. I was not happy with their copayment of the iPhone8 Plus . I then tried to contact Nonhlanhla which was not available.

Firstly, I send an email to Nonhlanhla on the 5th of July telling her about how I feel about INSRAP Company and she did not respond to my email I phoned Hollard insurance several times with Nonhlanhla not available. I phone on Friday 6th of July after a very long call they told that she’s not available I must leave a message she will call me back, offwhich she did not. I then phoned again yesterday (Monday), a guy called Jerry answered a phone it was same story, she will contact you please leave a message. I don’t know why she’s not responding to my emails and not answering my calls. This is unacceptable please help