OUTsurance bad client service

Yet again i am forced to write a negative review based on unpleasant and frustrating experiences with OUTsurance, pet dept. I have sent a claim in more than a week ago and no one till now, has given me feedback. As always I am the one who has to call and ensure that the claim is attended to as agents never ever make it a quick and stress free process for myself. I spoke to an agent by the name of Koketso Ntho who was supposed to be handling this claim and till now as stated has not got back to me. I have also been told by her that i have been making claiming too many time hence my fur baby is 11 and has a chronic illness. She stated that she is giving me the heads up that if this persists that my policy could possibly be terminated in the future. The next after a strenuous day before from hearing this, I had to speak to higher management who then told me that my health booster will now be taken away from my policy. Upsetting and not forget stressed out. Just a day before i received a heads up and now to protect my policy I was told health booster will be removed. I have worked with many pet insurances before and used it often but never received this treatment. If i could i would change insurances however my pet is over 10 yo. As a loyal client, with no payment issues I am flabbergasted with the treatment that I am receiving from OUTsurance. In stead of helping and giving clients a stress free life with pet finances for medical care, I did not receive this. Till now the claim was not sorted, i have called, sent emails and no response. The agent promised to call by Monday and failed to do so.