Bad Customer Service

have been having some real bad customer service from telkom insurance I have been paying my insurance for almost 2 years 5 months and here they not able to replace or fix my device that I had given in 3 months ago but they are willing to take my money every month for insurance and never give me an update at all. I thought I would expect something really sincere from them and them being able to assist me. This is really becoming frustrating at the moment. #WIN