shocking support and feedback...no feedback to 3 week old insurance claim

I am utterly disappointing with the access that one has to Standard Bank Insurance. I placed a claim 3 weeks ago and have received request to submit claim with information missing which has delayed the entire process. Therafter (after having sent all the necessary information) it is over 10 days that i have not heard back from the consultants and have spent over 3 hours sitting on the phone with no one picking up...each time for 30 mins...DISGUSTING! who will pay my phone bill?