Terrible service and lacks empathy (from 14 November 2020 and today 20/01/2021) still no assistance and or response

i have been in contact with Woolworths from Nov 2020 trying to claim because i ws retrenched and have been pying for balance protection. I send my initial email on the Sent: Thursday, 12 November 2020 13:49 To: *** <***>. on the 28 Nov 2020 , i reveived call from collection dept and i asked the lady to respond to my email query i sent Thursday, 26 November 2020 14:28,To: ***; *** and her response was insurance only deals with email and they will get back to you soon ,they have a backlog.She went on to say i am sending them an email so they can respond to you email.I kept calling the call centre and i waiated for +/-20min on a call and to be told they can only send email to insurance for the to respond to me. Then on the 23 Dec 2020 i received a form to fill in after threatening them that i am going to report them on hellopeter.I filled those forms in submitted them via email on the Sent: Monday, January 4, 2021 1:00:23 PM,To: Insurance Claims <***>; *** <***>; *** <***> and to date no one has responded to me . i called the call centre on the 18/01/2021 and the same story, we cannot see or forward ur call to insurance. I went to Woolworths Woodmead to submit as i was hoping and praying that they help me. The lady called *** , spoke to Cynthia and said she will email insurance and log a complaint on my behalf and someone will call me. she said i should liaise with someone on *** via whatzapp and i did that yesterday 19/01/2021 from 11:21 and 12:24 i dealt with Bongiwe Guzana and said she cannot help. i then insisted that i want the Managers details i was then given Gavin Hartzenberg , i emailed him on the 19/01/2021 and im still waiting. Its a mission to be helped and to speak to Woolworths management. i have always thought Woolworths is the best but clearly i did not know. My question is : 1) Am i the only 1 experiencing the terrible service? 2) Why does insurance department not have a contact tel?Insurance will definitely have a backlog becuase i sent over 10 emails hoping to get assistance and still noluck. 3) Why dont you train all the staff to know the basics and have access to all the systems that insurance is using? 4) If the store staff struggles to contact the callcentre and insurance , how will the customers then reach you.

I am here hoping and praying that these will receive attention it needs and my query will not be looked as if it started now where as it started from 14 Nov 2020.

The collections teams calls nonstop and i am up to date with the payment but i am not willing to pay this monthend until my claim is processed.

Woolworth staff lack empathy. Please note that you are going to loose valuable customer if you continue with this kinda attitude.