bad service

This is my mail to them on 9 Dec:

Good day,

Can someone please provide an update on the status of my claim?

I have not received any communication from anyone, and this has been an extremely disappointing experience with the insurer. I have multiple devices covered with you, yet the lack of communication and professionalism has been unacceptable.

I submitted the claim on either the 1st or 2nd of November and only received a claim number on the 5th — after I had to call in myself. On the 24th of November, I received an SMS stating that the device is beyond economical repair. Despite this, the most recent debit included a charge for that same device. Is there a credit pending for this?

To date, I have had absolutely no communication from you or any of the involved parties. Please urgently advise on the next steps.

Thank you.

Regards Jonathan