Poor service delivery

Our garage was broken into on the 22nd of Nov 2022 and 2 bicycles were ******. We reported the matter to the police and got our case number the very same evening. As per Momentum's website, you can lodge a claim using email, contacting them or using their APP. I have sent an email at 21:29 on the 22nd, logged it the next day on the APP and contacted the call center late afternoon on the 23rd. I have sent a follow up email on the 24th to get my claim registered and was eventually contacted by Audrey Mabena who registered the claim. She said a loss adjuster will contact me.

Monday 28 Nov 2022 my wife followed up with Audrey. After holding the line for 18 minutes and then eventually speaking to Audrey, she mentioned that they require photo's of the bicycles (which was sent to them in June 2022) and replacement quotes. My wife sent this the following morning of the 29th, which Audrey informed her that they will send it to their suppliers for a quote and will contact her to discuss as soon as the gets it. Yet again, 2 days of radio silence.

I have contacted Audrey again on 1 Dec, was unable to speak to her and her colleague informed the they require proof of forced entry (which I am sure is on the Police file), I have sent her a photo of the broken lock we took.

On 2 Dec 2022 I tried to contact Audrey, left messages, my wife also tried, held for 15 minutes as Audrey was another call just to be told she now went on lunch. She left messages, Audrey is simply not getting back to us.

This morning I contacted Audrey again where she informed me she appointed an Investigator but she will then follow up and give me feedback by 9 AM. I am still waiting for a call. Not sure why an Investigator was appointed, she never explains things to me.

I am not happy with the service I am getting from Audrey and would like my case moved to another agent. If I don't phone to follow up, I simply do not hear anything. Not even an email to acknowledge my emails received. This is my first claim to Momentum and must say, this is the worst I have ever experienced from an insurance company. Everything I have and own is insured with them, I no longer have confidence in their products.

Please can you resolve this matter or at least get me someone to handle my claim who actually gives feedback?