Extremely poor customer service!

Reference number: ***/1 (4-insure/oobainsure) We submitted a claim for a burst geyser in November 2023. The burst geyser was replaced by an accredited plumber company that provided us with all the reports, pictures and the certificate of compliance (COC).

Today is the 8th January 2024. We have phoned at least 5 times today, being approximately 15 mins on the line each time. The first times they said they will phone me back on the same day, but never did. Now, I have phoned twice where they just cut the call. They are always "escalating the matter" and always asks for the documents. Each one of them always says that he/she will phone back but never does.

Why must I spend so much of my own air-time for them to deliver a service that they promise to provide?