High excess for household items and very poor follow up from consultants

I haven't had to claim from my insurer (Momentum) since I took out Insurance on Household items in 2017. During December my fridge packed up because of loadshedding. Got electricians out, they couldn't fix it. So I had to get an independent consultant to write a report for Momentum and after that I decided I'll try to claim the fridge from Momentum as I am covered. Jeez, what an experience.

Consultant called me, we spoke for 20 to 30min. No problem, don't mind all of the questions, they are only doing their job. She said she will call me back later that day (Wednesday) or latest before the end of next day (Thursday). Thursday afternoon around 16h00ish, I send her an email just following up why I haven't heard back from her. Still no reply. Sent her an email the Friday morning, nothing. Called the number on her email that was sent just after our talk on Wednesday, automatic voiceline stating that the consultant is not at her office, hold on to speak to another consultant. 5minutes later, still no other consultant.

Called the call center for short term insurance, spoke to some consultant who has access to the system. The person said that she can see that my consultant was busy with my claim as she can see the activity logs. Cool, now I know they are busy with my claim.

On Monday my consultant calls me back. They have authorized my claim, market value for my fridge less the excess (which is more than a R1000 on household goods that means anything less than R3000 isn't worth claiming, I mean I paid more than 20% of my claim to my excess). The consultant said that I must get back to them if I haven't received the funds in 48 hours. The consultant asked me twice to give feedback on her performance and I said to her that I just want feedback/follow up that was promised (she also promised to send me my Insurance Policy as I was shocked how much my excess on household goods were; still haven't received it). To my regret I gave her a 5/5 after our discussion on Monday as I thought she listened to my grievances and she explained everything well. On Thursday I sent the consultant an email saying that I haven't received the funds, still no reply. Called her number this morning, still no answer, waited for 3 and a half minutes on the line for another consultant, still nothing.

At this moment I really don't know what to do as I feel I'm just being let down by Momentum and the consultant on my case is nowhere to be found. Consultant's name is Tebogo