WORST SERVICE EVER!!!!

My cousin has an insurance with Absa Activate and has been trying to call your line for 2 weeks now going onto the 3rd week, so that he could register a claim for his car keys. He has tried using the app as well but still isn't winning, he then sent an email but all he got back was an automated response with a Ref number. The reference number for this Case is C-***3. mind you this is his very first claim with you guys, I'm wondering what would happen if he gets into a serious accident??? your service is very PATHETIC!!! if he is not called before the end of COB we will have no choice but to take this further with the OSTI. His Policy number is ***...