Clueless and disempowered staff

I claimed for my gate motor after a storm, the service provider told me that it was water damage and there is nothing they can do to fix it. I called a few days later to check on my claim, the person I spoke to said she called the service provider (while I was on hold) and they are going to send the quote to Standard Bank, and once received it will be sent for authorization.

I received no feedback so I called 2 days later and spoke to a different person who advise me that the claim is rejected and she can't send the report because it doesn't want to download but she requested the service provider to email it to her and once they do that she will send it to me. I asked her for a timeline as to when I can expect it and she didn't want to give it to me, I also asked for the quote that was sent 2 days earlier and she said there was never any quote.

I then asked to speak to a manager and was told that they can't transfer me to a manager because they're working from home. I asked how is the possible and they had no explanation, I insisted on speaking to a manager and was put on hold without even being told anything and then 15 to 20 mins later they hung up on me. I am now on a call again and despite telling the new person that I don't want to be on hold for long I am hold for 9 mins and counting.