Service Excellence

I had such bad service from my insurance consultant (Momentum) over a claim I made month ago, I asked for the recording to prove my point and I was told they cant find the recordings. Instead of trying to help me I was referred to what I signed and even after saying I wasn't aware of the Jargon and I did speak with my service consultant over the phone. They couldn't find the recordings. I had to sort out the repairs myself. I had asked to cancel my insurance with them and I was referred to the cancelation department and for the 1st time since March I spoke to an agent that investigated the issue and really helped me. I only decided to stay with Momentum because of his service as I had experienced the worst service from my main consultant and her manager. However Ngoako Kgapane the Commercial & Personal Retention Consultant changed my mind because there was of a human element which I unfortunately didn't receive in my 4/5 months of trying to claim, with the frustrations of the recordings that I asked for which they couldn't get. Still not happy about having to sort repairs from my own money which defats the purpose of insurance. No matter how unimpressed I am with Momentum, Ngako gave me hope, so hoping that I will continue to get the outstanding service that I have received from him.