M - SURE HORRIBLE CLAIMS PROCESS

I have never experienced such a horrible service, my vehicle has been at the dealership for over a week because they waiting for M-sure to give them feedback, the dealer even advised that I call them and press them and i did that but still its very slow, the line cut a lot and no one calls back and the person who is busy with your claim is never available, its been over a week and i haven't spoken to Bandiswa, all i know is that he or she is the one handling my claim. i was told they gonna call me or the dealer but nothing. this is really stressful and a terrible experience.