FURIOUS!!! At how current clients that still have 2 other vehicles insured with you are treated!!!!!

Firstly, SHOCKING SERVICE!!!!! Been emailing them for my Proof of Payment since Tuesday the 9th Oct 2018. They had all my docs since Friday the 5th October. Its never takes this long to pay out a claim. I have emailed MCDONALD , TERENCE his manager and left messages for them to call me, never returned. I called them now and left to hold for 6 minutes of my cell phone, all costs to me. Now im told by the lady on the phone (the only one that is helpful there) that they are still waiting for something from the Insurance company LION OF AFRICA?????? AFTER A WHOLE WEEK OF RECEIVING MY SIGNED AGREEMENT OF LOSS!!!!! REALLY!!!!!!!! I am really at a point where i feel SO SO hurt as another debit is going to go off for my vehicle that i do not have. AND the worse news is ...we still currently have 2 other vehicles insured with the very same people. IF I DO NOT HAVE THE PROOF OF PAYMENT TODAY I AM GOING TO THE OMBUD!!!!!