Very bad customer service and empty promises

After been given the run around on submitting a claim I found out that my claim has been declined but no one bothered to contact me. I only found out after I followed up on progress. When I signed up for the policy, I was told I can claim for the existing damage to my leather seats. Now my claim has been declined and they need to go listen to recordings and I will be advised, so I was told on 1 March 2021. After 3 weeks once again, no one bothered to give me an update and I was promised by Chrystal yesterday that I would receive a call this morning with an update. Empty promises again. I would have understood if they just kept me up to date on progress, but it feels like my issue has been dropped into a bottomless pit. So frustrating.