very poor service delivery

a claim was made to smarthome insurance for a washing machine that was not spinning and it was logged on the 11/10/2023, it was mentioned that a technician will be dispatched to access the issue, nothing was done and on 17/11/2023, Mrs R Jagesur queried with smarthome and eventually a technician was dispatched, he advised he did not have any parts to repair and will return on 18/11/2023, no one pitched up on the 18/11/2023 as told, Mrs Jagesur contacted Barnards Electrical as they are on the panel repairs for smarthome, Barnards advised that the part to be replaced was given to the technician on 17/11/2023 to repair onsite on 18/11/2023 but technician did not come out and repair, on 20/11/2023 Mrs Jagesur contacted smarthome and advised that the washing machine is still not repaired, after sometime of communication, Barnards dispatched another technician and he came to assess the washing machine, replaced a part and left, at that point in time loadshedding was scheduled from 12 to 2, technician replaced a part but advised that he cannot wait for power to be restored and left, if he only waited for about 15 mins, power would have been restored and he could have tested if working, when power was back on, Mrs Jagesur tested the machine and it was still the same problem, Mrs Jagesur contact the technician and he advised he will return later that day but he did not, Mrs Jagesur contacted Barnards office and they advised he will be come and attend to the issue that same day, no one came, Mrs Jagesur contacted smarthome early morning on 21/11/2023 but they put her from department to department and eventually cutting the call, Mr Jagesur thereafter contacted smarthome and also experienced same with being transferred from one place to another and call cut off, eventually when the consultant handling the claim was reached, a conference call was made between smarthome,the technician, Barnards office and Mr Jagesur, more excuses was used than solution to repair the machine, last communication was that the technician would come out and assess the repairs to be made, my question is why assess when the part was already given on 17/11/2023 to replace, it has been over a month and still no progress on the claim that was lodged my plea is for anyone to investigate why is it taking so long and this is not the first time it is happening to Mrs Jagesur , 98 % of calls made was from Mrs Jagesur asking for feedback rather than given courtesy calls from the providers, if a monthly installment is not made on time or short payment made then the providers make endless phone calls to query about payment, please assist to contact the service providers to provide a time frame of when the machine parts to be replaced and be working 100% with out any excuses, and to also investigate the very very poor service delivery from both parties Smarthome and Barnards Electrical