MUTUAL AND FEDERAL DONT RETURN CALLS

Mutual and Federal, a huge Short Term Insurance company, cannot return calls or update the customers about our claims, the service we have recieved over the last month or so, as been so bad , that I would be shocked if I get a response to this compliant, We have logged a claim with Mutual and Federal over a month ago and to this date we have not received a call from them to update us on our claim, My husband and I have made numerous calls to Mutual and Federal about our pending claim, and all they do is pass the buck, We pay our premiums and if it was not for paying customers there would be no business. When I call the durban office I got told by Nkosi that the claims is still pending due to waiting for feedback from the Private Investigator Ally Govender, whom interviewed by husband over 3 weeks ago , when we chatted to Ally Govender he said the claim is on the managers desk, how lon does it take for the manager to make a decision. ( IS THE MANAGER ON LEAVE ) When my husband asked for the managers contact details he was told thay they cannot give out the details of the manager , what is the manager there for . All we want is feedback or we will take this to the Ombudsman office.