WHAT DOES ONE HAVE TO DO TO GET SERVICE?

I am beyond ANGRY, DISSAPPOINTED and WANT A response from senior management regarding the POOR / or should I rather say NON service I have received regarding a claim that was submitted early last month. I have had to call the contact centre 5 times and every time I am told the same story, we have logged a call with the couriers and they will collect the LAPTOP, which mind you I use for work purposes. Which is broken and I cant use. Today my premium went off like clock work, but the laptop still hasn't been collected. I just put down the phone after waiting for 20 minutes to speak to RIYAAD BARTIS ( the Supervisor/Manager) Do you not understand the importance of customer service, or is it something your company does not invest time, money and training in. I would like to know what is going to happen to my claim.