Insurance with no answers!

Vodacom life insurance. I had a hassle getting cash back benefit after my 2 year cycle. I have called the number on the website ***0 a number of times [waste of time] and sent emails since 5 June [***] with only one automated reply. When talking to the consultant over the phone, both of them had absolutely no clue of what was going on and could not give me any feedback on my request. The answer I get is that they are not part of Vodacom and need to email the Midrand office for feedback. Seriously? 3 weeks so far to get information I got in 5 minutes a year ago. The first consultant called me back 2 times with no feedback, just saying they waiting for updates. Last Friday I had a call from the customer service team looking after Hellopeter complaints [if they got an Hellopeter complaints team, that clearly shows how poor the service is] and asked me 20 questions how I made contact with Vodacom and could not provide me any answers. He also advised he would email me contact details to get more information. This even never happened. Now I got 2 question, 1 what is happening with my cash back and 2, if I die, will me family also take 3-4 months to get information on the account. I have requested on all my contact attempts to get some kind of manager to contact me, but clearly Vodacom do not have any team leaders willing to do so. I should of just went for a no name insurance option with no problems, instead I took big company with empty promises.