Is SA Homeloans legit??

I am a client of SA Homeloans and I am opening my own business soon. To be honest I am not sure what I am dealing with here? When I joined SA Homeloans service was not good, it was EXCELLENT! I mean they were kind there was no breach of contact I was a new client and was impressed I told everyone and all my clients about it. But why, why whenever it comes to a claim their service is of utter disgust? I mean they dont phone you back, they dont reply to any of your emails, they look for problems in your claims, they send out contractors and refuse to send out an assessor!! I mean really is this right?? I think I had 3 claims in this past years and all of them there was an issue. First with my leakage the lady said no they cannot fix the leakage but they will cover resultant damages. It never happened and they refused to supply me with the recording where the lady said so. Then it was we appoint our own contractors which is fair, but the contractor could not supply the product. Then, they replaced my geyser and in the process their contractor destroyed my flooring which ok, they covered but I mean the inconvenience!! Now, I dont know what to expect now?? I cant know they dont reply??