Very bad service, no feedback, misleading info on page

My parents are policy holders for many many years but of late have been experiencing very bad service from the brokers. We have sent through a claim, on Monday I followed up and it was then said they were waiting on pictures from the panel beater. However, this was submitted last week Wednesday already. Followed up again yesterday with broker but emails are being sent from pillar to post with no one responding and providing feedback. This is extremely frustrating. I refer you to your statement on your website "our clients are our priority", these words fail you. Clients are not your priority. You are misleading potential clients with statements such as these.