Incompetence at another level

Had a vehicle accident. Everything has been a nightmare! From trying register the claim to now. Tried claiming online which didn’t work and after several calls and hours of being on hold finally got hold of a consultant. The next day I was assigned an assessor and sent through the photos. Called two days later and was told that they have received the report and are validating the claim. (Note am the one calling, no one has called to attempted to communicate the progress of my claim. Each time I call I’ve been holding for an average of 30/40 minutes.) My claim was then assigned to Gloria Machete, whom I asked how long the validation would take and she said 7 - 14 days. Never heard from her then. I then called again and was told she’s requested my recording of when I took the policy. The consultant (Busisiwe, I think) even asked me if Gloria has contacted me with regards to the validation. She said she’d send a request that she contacts me which I believe she did because a couple of days later I called and spoke another consultant by the name of Jabu who again informed me that there’s been several requests that have sent to Gloria to contact me. This morning I received an email from Gloria informing me that there was a claim I hadn’t disclosed and she’s requested for premium prejudice. After speaking to her on the phone to clarify which claim wasn’t not disclosed she’s pointed out that it’s my tv claim that I claimed for in January 2021. I have been with iwyze from 2019. How would I have foreseen that I would claim for a tv in 2021?(with miway, who cover my home contents). She seemed confused about details on my policy, especially the dates, which were clear in black and white on the all relevant documents. So now now am waiting for her to talk to her manager and get back to me. Am not even holding my breath. Two weeks of waiting and calling and iwyze still needs a client to point out what they should have done. I would say the service was terrible if I had received any “service” at all!!! Useless would be the word to use.