Vodacom insurance

I called in and reached a lady by the name of Vanessa Sangiwe Moyo. I wanted to lodge a claim for insurance she told I had to email her supporting documents for the claim. On the very same day I sent every document she required and she has not made any kind of communication. I called in again this time I reached the lady by the name of Zanele told her what happened and she said she would notify Vanessa, still nothing. I called back again the call was answered by lebohang asked for help and she put me on hold then hung up the call. This is just unprofessional and unacceptable. The next step I am taking is to the ombudsman. Vodacom is just so unprofessional and frustrating