Poor and unprofessional customer service

I always thought to have insure is to have a piece of mind. What is the point of having insurance like hollard if even after claiming you have to spend money pending the excess and the consultant tells you they sent quote request through a system which they can't follow up "ghost system". Claims for internet router, dstv decoder etc... Kids are on holiday they can't have home entertainment for more than a week and now plus this Christmas holiday most shops closing at 12 today. Still no positive outcome.