Bad service doesnt lead to good service

Ive made an claim 21 aug and phone them about every week they had lots of stories that i first need to get affidivate,lost and ****** report the i needed a letter that i should write what happend which is cleary stated on lost and ****** report since the my claim was approve via sms with the access need to be paid which i paid directly when i got the sms i phone them the following day to comfirm if they got it they said it still under submission i left them for week no feed back call again and still no progress so my claim for 3weeks had no changes and when i ask to them who can speak to as its a problem which has no solution and they said no one so my point is if you have insurance and something happens to your phone how will the claim feedback be resolved if there no communication to there consumers i got better service from vodacom never had issue with claims