Disgusting service..Management to blame!!

Emailed 3 weeks ago with the claim form attached,I waited 5 days and after not hearing anything contacted the call centre - Call dropped after 15min.Emailed again and nothing!I called on Tuesday to only be told that they would escalate this,Ref. No.:*** - Spoke to Naeo. We were not contacted and I had to call once again, I was told that this had not been escalated as Naeo had told me the day before and that it would be escalated, so she ensured me that I would receive a phone call by 10am on the 29 April 2015 Ref. No.:*** - Spoke to Refilwe. AGAIN!!!!! No phone call was received and I had to call again this morning and I must add that every time I call I wait for 30 minutes before the the phone is answered, I spoke to a very patient lady Nomonde (Ref. No:***), I was assured they would contact me by 12pm...still nothing!!! as a company that holds a lot of customers literally at the mercy of your *********** management team, I find it very difficult to understand how this is still not being addressed. Emailed...done, phoned...done, escalated it...done, emailed the supervisor..done..so please humour me and tell me what else do I need to do to get my claim approved!!!