\Exceptional customer service"?"""

According to their website, Alonza Investments pride themselves on \exceptional customer service""; but I have seen or experienced nothing of the sort since a claim on 9 June - only the second claim in 12 years. I am either getting ambiguous feedback or none at all. The portfolio manager; Jenny Cardoso; has promised me [on 7 July] feedback after a meeting with their director but then I received an email from the claims clerk [8 July]; to which I had more questions but still [again!] no feedback. Alonza has either misinformed us; or did not inform us at all; about certain aspects [and exclusions] of our policy. Also they have moved over to a new insurer on 1 July; of which we were not informed - they are also not able to provide proof. I have been asking for a new policy schedule to which they continuously have an excuse. I have valid questions;to which they are not providing answers - are they hiding something or what is the reason??<br> PS. I have - and still am - insisting on written feedback and DO NOT want to receive a phone call."""