Poor customer service

I am disappointed to say that mrp insure department has given me the WORST service. I submitted all my documents as requested on the 5th of June. I later received a statement on the 21st yo which I went in store to query this and to my surprise was told that they were missing documents.. after the store assistant and I double checked the email sent, we realised that all documents were there and they advised that they missed the docs and that indeed they had received the documents. I was then told to follow up on the 6th of July and I did but to no avail. After almost two hours trying to get through to someone yesterday, i finally got to speak with a Benita who could not assist me as she told that they have all my documents and she will look into it and come back to me by means of an email today.. it is night time and I still have not received an email. I tried calling and after holding for an hour, the call was disconnected. I urgently need feedback on this matter!! My claim number is CP ********** 2. The sad thing is that when the consultants are selling this insurance - they make sure to call time and time again until one takes it up but when it comes to a claim this is the service one gets where no one is able to assist or provide any feedback