horrible service, with no priority

I have put a claim of a lost phone on the 31st of March . they only asigned my calim to an adviser on the 6th of April, the Adviser only called me yesterday at 6pm and requested documents ,which i send this morning.now because i do not have a phone and I gave them my partners phone, she called my partner around 11 am today ,prior to that i send her an email with my helpers numbers before se can call my partner , she still called my partner even after i emailed her the numbers she can find me, my partner gave her my helpers numbers,2hours later she still have not called, i am speaking with Buhle Twala on chats she is the worst. i am not happy with there service. is like we forcing them to work.