Repeated Terrible service

Repeated bad service from Scorpion Legal Protection, i have never received any help since i joined them. I lodged a complaint with them to assist me with regards to my car. But no communication from their Agent even when i email them regarding documents they requested from me. Even the previous case, i had to come to Hello peter to get assistance. I really don't know what am paying for, if i have to escalate the matter on Hello Peter every time i need them to take my case serious.