Highly Poor Customer Service from M-Sure!!!!

Our Car broke down last week Friday. We are covered for Car Hire if the Dealership cannot repair the car within 08 hours, secondly only when the claim is valid and Approved. The Report and Photos was submitted on Monday, by Tuesday I had again had to phone the Insurance as no one even bothers to make contact on progress. We were informed they still require documents from the Dealership! By Thursday all the documents was submitted by the Dealership. Friday Morning I made the 15th call to M-Sure to follow up only so they can advise me they still await the Engineers Report. I phone the Dealership to inform me he already submitted the documents to three different employees!!!!!!! I phone again no answer after holding on the phone for more than 20 minutes. Phone again spoke to a 4th different person called Amanda only to be advised no documents are attached on the claim, I had to call dealership again and asked them please send the email again to another employee as the 3 before her did not attend to the work . Waited another 30 minutes phoned again, holding on the line for 45 minutes and no one answers their phone!!!!!!!!!! The Dealership cannot continue because he awaits the outcome of the claim!!!!!!!In the meantime I am without a car for exactly a week today, I have to get to work and back, and no answers from M-Sure. Let me also just confirm further that I never received one call from M-Sure, if you don't phone them to follow up you don't get any feedback, and you are lucky if someone answers your call within 30 minutes while on the Line. This is really poor service!!! Why is it not mentioned in the Policy that you can only Hire a car once the claim was Approved, so it is fine that the client must remain without transport, its fine that the client must phone 6 - 7 times a time to follow up, its fine that the client must await a answer after holding on for more than 30 minutes??? What are we paying for?? So today it is now 12h00 and no one came back to me, no car and no confirmation if the claim is granted or not....