Poor and Pathetic Customer service

Dealing with ABSA I-direct has been a nightmare, pathetic service is an understatement, and the way it seems its like they doing a free service not considering that we are paying them monthly without default. We had encountered a power surge which had burnt out a few of our appliances, we then approached I-direct to log a claim, firstly us as being the customer very little education is given about the procedures, there is no sense of urgency, no follow ups or keeping us in the loop as to how far the progress is on the claim, we had to call daily, we had to even call the assessors to find out on the progress and report back to ABSA I-direct (so what exactly is I-directs job in all this), we had spoken to numerous consultants each giving their own version of what to expect and all saying that they are still within the turn around time of 10 working days (today - 10/12/2021 is the tenth day) - we receive an incomplete sms (poor professionalism and do we believe that sms or take it as *****), we have fish that needs their air pump and filter which was part of the items that we claimed for (they are live beings similar to us) so we assume if we were in an accident this would be the poor service we would receive and in actual fact it is exactly that as in the past (few years back) our vehicle was involved in an accident, ABSA I-direct referred us to their panel beaters and had their useless assessor sent out, the car looked nice on the outside when complete but only to find out a pathetic job was done (they did not replace the grill it was put back with *****s and tie straps, just to name one), if this is how ABSA I-direct runs their business that we as customers pay for then we think we should consider moving both our vehicle's and house hold content to an insurance company that values their customers / clients. Consultants that we have spoken to throughout trying to have our household claims sorted: Portia / Refilwe / Nombulelo / Thlolokelo / Manager: Lezel Hoods