Bad services

I am a customer of Joshua Doore , I have and insurance protection plan which I pay R 60 pm for which will cover the goods and pay of balance should I become retrenchment or ill I phoned the head office to ask for advise on how to go about making a claim they told me to go to the branch were I bought the goods and submit a claim along with my medical documents . I am ill with breast cancer and under going chemotherapy. It was such an effort to even go to the branch but I did go on the 4 of October to the phoenix plaza branch . A lady from admin name R eshma took all my documents and told me she will process it to the insurance department. I asked if they wil give me feedback on the claim and let me know what's going on she told me they will sms me a claim number.

It's been a week no sms received so I called the branch to find out but they told me that Reshma was off they will get to call me when she's back at work but still no call received.

I need to know what's happening with the claim my Account is up to date but the sooner it's sorted out and balance is paid up by the insurance it wil help me. They don't seem to understand about cancer and how it affects us financially .. I mean they make us pay for the insurance but when it comes to making a claim we don't get good services or they find excuses not to pay out .

I need feedback urgently so I know what will be the next step.

Ruth Govender