Liberty do everything to avoid claim settlement

I am of the opinion that every staff member at Liberty has been instructed to avoid , delay postpone, duck and dive , deflect every claim or enquiry about a claim . If it was just one person you could put it down to incompetence but when every single person you speak to uses avoidance tactics you know it's a company culture. I startedy enquiry into a policy claim on the 13 June 2022 , and received the computer generated reply , I resent it , this time I get a reply from a Dikeledi Mdluli asking for an ID or policy number , I reply and refer her back to the original letter where ID and all details are recorded. No reply, I send again and get computer generic response , I resend and get a reply from an email signed CASE Liberty Service Team ( ya I know thats funny to anybody ever having dealt with Liberty) . So resend and get a reply from Taryn Subramary , and you guessed it , it asks for the ID number , at this stage the ID number must appear 5 times on the correspondence. Clearly I'm not going to get anywhere via email I will phone ( yes I hear you all laughing ) , I'm writing this at 11:13 am , I started at 08:30 , and I am no nearer anywhere closer than the 13th June . The so called urgent response number ( their description ) *** puts you into a series of computer menu responses with a message every minute advising you to use the web page for on-line assistance ( we all know where that gos) , twice after 30 minutes of holding the line gos dead , The third call I get a agent after going through the whole process I get told by Dumelo no she can't assist and puts me through to a man named Linda ( pronounced Leanda) , who takes down ID , date of birth and ses please hold , after about 12 minutes a woman ses can I help you , I reply Linda is helping , she ses no the call came to her but like really rudely , I inform her I've been in phone for 20 plus minutes with Linda , can she return me to that line , she ses she doesn't know how and puts phone down . I call back again this time the menu has a option 3 compliments and complaints ( why waste time with a compliment option , will never ever ever happen) , I get through to a Dumela ( yes I know that s greeting in Setswana, but it's also her name ) , I explain the whole long story , she ses she will put me through to Linda , after 12 minutes on hold she ses he is busy with another client he can call me back , I said highly unlikely , she said she will put me through to Linda's manager , I screen shot my phone it was another 20 minutes and the line went dead . So you can't get a claim through email , or telephonically , so how do you get this resolved . My next step is the ombudsman but you know they are actually from the same industry.