Terrible feedback service

I submitted a claim and I was initially about how fast the process was but my problem is the lack of feedback I am getting. I literally have to call and go online to find out what is happening. Mr Zwakhe Mathebula and Gabisile Mtambo hasn't even responded to my last correspondence . That I terrible service. And why encourage us to claim on the app because I was told I will save R1000 on my excess now at claims stage I'm told that is no longer applicable and I was never informed of this!!!!!!!!!!!!!