What happened to being the best????

The time has come where I need my insurance company that I have never claimed from,I spoke to a lady OUTSURANCE Claim ********** 03, Advisor Lillian Matlala Tel 27-12 ********** , Fax 27-12 ********** , ********** she informed that all she is waiting for is authorization from her manager so how long does this authorization take?I can't get hold of Lilian,I have not received any feedback instead the call centre lady Adel said she will submit my claim to the manager again for authorization,is all this back and forth necessary?why is it so difficult to inform clients about the whereabouts of their vehicles and the progress ?the customer service I been receiving is trully pathetic this is the second time I am receiving this poor service,you people don't value clients,