Poor poor service trouble with a simple claim

Very poor service from Nedbank insurance wasted 2 hours of my minutes contacting them just for a cellphone screen replacement where documents has been sent.I have my whole insurance portfolio under them which I am now doubting as simple claim as this can not be finalized I been requesting Manager to contact me back not happening so what if Car/Building or house content claim I will sit with bigger problems .Please if no feedback recieved by today I will cancel my insurance portfolio with nedbank .