Bad service

So since 2018 I've been having this. GAP cover from iwyze under old mutual. 3 weeks back I submit my 1st claim but no response, the 17 November I call to follow up and is directed to a bongiwe Mtshali who promises me that she wil acknowledge the receipt om my claim. No email bounce back, in fact I sent it 5 times just to make sure it gets to her, it's the 18 at 20:37pm and no feedback to acknowledge receipt when she said within 1 hour she would process. I'm not sure what the turn around times are to receive a response but my initial claim submitted 3 weeks ago did not bounce back when I sent it the the email that's on the website and confirmed by a call center agent!