Disgustingly poor service by SBIB

I lost my car keys and submitted a claim to SBIB. Refiloe R responded saying she needed a copy of my ID and i responded, sending it back to her, within 10 minutes. its been over 10 days now and i have not heard anything else from anyone. I eventually called and i was told there are some documents missing which they need. Though this had not been communicated to me, i sent the email and again, radio silence! Why is it that when they want us to sign up for insurance, they are super helpful and communicate a lot, but when it comes to claims, it's like extracting gold from a mine. The service is very bad and i will not be taking anymore insurance products with SBIB again!!! I still have not received my claim or received any communication at all! EK Ma***a