Pathetic claims service and process

I logged a cellphone claim on 27 October, submitted all documents, and have had to call 8 times for feedback since submitting documents and images. the consultant Busi was on leave and NO ONE was advised to stand in for her and take over my claim. I called daily and no one was able to assist me or give me an update on my claim I have called daily since 14 November with no outcome. I called on Monday 20/11 and was advised that claim is finalized, and that I can expect the amount to be paid into my bank account less excess I will receive a disclaimer form to sign and will need to send back. it is Wednesday today and still NO FORM received, I called again today 22/11 and was informed that the claim is infact not finalized, it is in progress so why was I informed of the outcome and next steps on Monday by your agent? this is pathetic service since inception of my policy and now submitting my first claim I have wasted so much airtime with no solution and again today was told someone will call me back since I have called not one person has honored their word and called me back, I will be cancelling this policy once I receive my funds for this claim