Pathetic service delivery

Had this policy for a long time with all my cars never had a problem in the past(before covid) this week I submitted a claim its been rejected I tried calling in spoke to a very unhelpful person PENNY, who refuses to put you through to management and insist you send an email to sipho and that's it this is how they render their services which I think is pathetic if one cannot use a means of a communicating channel and forced to use the other. I am really put of by this experience I feel like canceling my policy! They are definitely not doing what they are selling you! Fact