Poor customer service

Extremely disappointed in the service we got this week. On Monday we logged a window claim, up to today I have received no feedback whatsoever. It's been raining and we've had to resort to covering the window with plastics and yet somehow debits go off without fail! Everytime we call in to follow up systems are offline. What in the home affairs ******* is this??? We had a trip that we have since had to cancel because of your incompetence! We have our home, car, contents, all risk and life covers with you and are now seriously considering moving to a RELIABLE insurer! Especially with life covers. What will become of our beneficiaries should we pass when you fail to ATTEND TO ONE STUPID WINDOW??!!!!! On social media very quick to ask for policy details as if we will get assisted and still nothing! What is it that we are paying for exactly?