Worst service for just a cellphone claim

I logged a cellphone claim with Standard bank insure on the 3th September. I was hospitalized a few days after that but the agent never contacted me to update. I had to complain so that they can collect the phone for assessment. I received an email from the Ofentse from complaints dept & that was the only time I received feedback, which was on the 17th September. I received an sms advising that my claim was authorized, not even a phone call. I was sent a document to sign by Boitumelo Mosikari on the 1st October so that they can send a voucher for me to buy a new phone. I sent the document on the same day as I was desperate. I haven't received anything & no feedback as usual. I followed up on the 3rd October & even requested a tracking number so that I can follow up myself, but still nothing.