Poor service

Im extreamly dissapointed in the service received the past few months. Never in a million years did i have thought we would receive such service from the company we trusted, we have been clients for over a decade and only receives good services in the past but what i have been experienced in the past few months, is extreamly disspointed. A xlaim was logged on the 12 December, only on the 7th January a SMS and email was sent to the individual, he was given 7 days to respond or action will be taken. On the 15th January i called and sent an email to request and update, i was advised the consultant will make contact with me. Its been more than 7 days and till date i have not been made aware what the next steps is and how we will go about this. This is really the worst service i received which does not align with the promise you indicate to clients.Member# SL-*** *** Ref# wf_***1.