Momentum Insurance is too big to care about clients

I have been with momentum for over two years and in the beginning they were good but now the service is terrible. I think that momentum, like other big insurers in South Africa who have a monopoly, have become too big and as a consequence they don't care about clients/customers. I will start with their client service. If you call client services at momentum you will probably wait for over 30 minutes and in the end the phone will cut and your issue will remain unresolved. If you email their client services they will simply ignore you and won't get back to you. I registered a claim almost a year ago and to this day it remains unresolved. I have sent countless emails which to the credit of the person I was talking to, gets forwarded to an email address that I'm almost certain is unattended. How else can you explain the fact that no one responds? It's the 8th of August and I'm still waiting for my claim to be resolved and I don't have any feedback. Unfortunately when companies get too big things like client services goes down the drain because these companies have a captive market and they rely on brand recognition or an established brand. But what good is a brand if the actual business fails to meet customer needs? I am interested to know: is there anyone who monitors what client services at momentum does and is there some sort of benchmark or timeframe within which agents are expected to reply to client queries? What am I supposed to do, I am waiting for a claim and I have no feedback? Does it seem fair, ethical or good business practice that I pay my monthly premium and I can't get a claim approved? What good is insurance if you cannot use it? Who is the CEO of momentum, do they think that customer service and customer experience matter?