Poor and Empty promises

I have submitted a claim with Iwyze for my home contents and was assisted by Fezile Mabuda, what a horrible experience encountered, he always says I did not submit the photos and I have alot of emails with the attachments sent to him, then when I call I hold for hours waiting to be assisted, then when they pick up, they make excuses for him and promise to send an email to him, but he doesn't even say a word to me!!! Yes I understand I'm still a new client with them but I didn't wish or apply for a home contents theft, what a disappointment, wish I was not reffered to Iwyze in the beginning, someone plz help.