CLAIMS NOT PAID EVEN THOUGH CONFIRMED BY BERNICE

About a month ago, there were 2 incidents, one is my daughters tablet screen cracked. and I notified Bernice. Then my note 3 screen cracked and again Bernice was notified. I filled in the claim forms, attached the quotes and emailed it to her. Subsequently I had ********** transactions on my account and had to change my debit order to another bank account. Seeing that transfers to another bank sometimes takes longer, the debit was rejected as the fund had not cleared in time in the new account. I notified Bernice and said they can debit again as the funds are now cleared. She then advised that they will double debit at the end of the month. I said no problem. She also said that my claims will be paid as soon as the double debit is showing in their account. Since the debit went off my account, I had sent numerous mails to follow up on the claims as I need to pay for the damages. She kept saying she will get back to me. Eventually yesterday I sent 2 emails to follow up and once again no reply even thou my mails were read. I called Bernice just after 12 and she said she will call me back in half hour. I AM STILL WAITING!!!!!