Poor service

I have sent an email to C-Surance Administrators who i believe are appointed as Administrators for the cellphone insurance to your clients. The service from them sucks i have been trying to update my cover records with them over 2 weeks and still have not been helped which makes me wonder what makes it so difficult to update personal records. i also wonder how soon or late will one get assistance when they claim when that time comes. I spoke to Amanda on the 14 June 2018 who has requested me to send an email with my subscriber agreement and the invoice which i did on the same days the 14 June 2018. after submitting what was required i expected her or someone from C-Surance to contact me or at least send me an email with an update. It never happened until i made a follow up on the 22 June. I was then told to send an IME number which i did and still no one has given me an update yet they are debiting my account. What does one have to do to be taken serious as a client or at least get a service when needed? I'm certain i will never take up an insurance cover with them and i will definitely make it known to the people i know how pathetic the service is. I will report the matter with the ombudsman.