Poor unappealing customer service from NMS dstv insurance

Claim ref *** email ref ***7 On 23 Jan 25 i sent an email to NMS as my screen had e48 error message,I then receive a reference and that they'll be in touch within 48hrs.it didn't happen that was beginning the ordeal,on the 27th morning i call them,claim was escalated and turn around time is 4-7 days,then i received claim reference 4 days later.11 days later on the 06th Feb i called i was told escalation will be done,then received a sms with installation company which gave hope,surprisingly the installer is located 350Km away from my location,that not my problem as long as my issue is sorted again nothing happened 10days later on the 17th I called same story escalation again.8 days later on 25th i sent an email,response was installer will be in touch to make appointment for weekend installation well I did not happen and today Monday the 3rd of March marks 36 days since a submitted a claim with NMS dstv insurance which is still pending.the services im receiving is as if I'm not paying,but they don't miss on debit order date.their call holding time is insane average 45-60 minutes,then 15-20 with an agent,they don't do follow ups on claim you have to call to get feedback.