SHOCKING LACK OF SERVICE

HOC Claim C*** logged 7 days ago, contractor/supplier was suppose to call on day 2, followed up on day 3 after no call and received apology and promised a call again. Logged complaint day 4 after no call received, complaint acknowledged on day 5 and promised to get feedback, log number CCM ***7. I am the one following up begging for service even though I am paying EVERY MONTH, i was told to pay a R1000 excess should the repair commence but the contractor never called? Why am i paying insurance if i dont even get service? Add insult to this i must still be expected to pay an excess if the work ever commences but this would imply i will receive a call? SHOCKING LACK OF SERVICE.