SHOCKING SERVICE

Hi I really hope someone can help me , im very disappointed in momentum , its a month already ,this is the second time im putting a complaint on hello peter seems to me like you guys don't care since my claim on the 10th of September I haven't received not even one Apology from the company , I dealt with a manager Angelina last week I send through all the documents they required , than she send me an email on Thursday 29th September to discuss my claim , I rep**** and said no problem when she than said she could on Thursday but would meet me on Friday , Friday morning I received an email saying they couldn't meet up again , guess what its Tuesday 6 October I haven't received one email even since or any communication in this regard , All I want is feedback DO YOU WANT TO PAY OUT OR NOT , im really tired its for a cellphone Worth R6000 Imagine if I had a claim for R200000 what would happen , Would I than wait 5 months ? If no one can assist me , Than cancel my policy I can take my business else where and I would like my refund as you guys charged me for a phone I don't have . I will also be taking this to the Ombudsman Of insurance and will be spreading the word of the service I got