Nedbank House hold content insurance fail!

I had called to log my claim on the 2/10/2023. I didn't hear anything for almost 2 weeks, I had then sent a follow up email on the 15/10/2023. Called the Monday following up on it and they said the forms were only submitted when I followed up on the email I sent the 2/10/2023. I'm very disappointed as it has been almost 3 weeks and I keep getting told it is being escalated and to expect a call in two days but no call comes. I had lost all my food in my fridge and didn't even claim for that although i am in my full right to. I just need feedback and no manager where the papers are sitting at has even bothered to look at it. It has left a very bad taste in my mouth as this is the first time I've ever taken house hold content insurance.