Bad service

I registered a Cell Phone claim on 30/11/2022, then again on 06/12/2022 I registered the same claim this is when I phoned to follow up on my claim and learned that it was not registered on 30/11/2022. On 13/12/2022 I was told that my claim is settled I will receive payment within 5 days. I sent a follow up mail to Mbali on 19/12/2022 she did not reply to date. Today is 21/12/2022 still no payment into my account, mind you this is a very small, fast track claim that doesn't require much effort. The experience is extremely BAD!!, I don't deserve to be treated unfairly as a Consumer. I will write a letter to the OMBUD just to find out if this is in line with how customers to be treated in terms of fairness outcomes that are set in the Insurance sector.