Poor seevice

The company has a poor service, my wife has been waiting for the reaponse in the claim that she made. She even called to check if the claim has been processed on not but she was told that they will call her back,but no call came from their off,what's the use of having the policy with outsurance but they don't keep their promise, because when you about to join they promise to payout within 24hrs, but now nothing has happen.