Legal Guardians failing to keep their promise

It is sad that being a company that fights for to protect your legal rights in court, they fail to hold themselves accountable. I have been a policy holder for over 10 years. In that time I have not claimed. My policy Number is: 168820. I put in a claim and after checking with their underwriters the company promised to pay out a portion of the claim based on their legal rates (a promise given to me in writing). However to date no payment was made on the claim. The last feedback I received was 4 weeks ago, from Legal Advisor: Ms. Tsitsi Munyuki. She informed me that she needed time to complete the calculations on what was owed to me, and that they would get in contact with me once it was done. To date 4 weeks have gone with no further correspondence to my communications. I have called their Call Centre, sent them numerous emails, and even got hold of the WhatsApp line. The customer service is extremely disappointing, especially towards their long time loyal customers. I do not recommend signing up for legal cover protection from this company. We pay for legal aid insurance, hoping that one day they will come through for us when we are in need, only to be unprofessionally treated when it comes to claim time. Horrible experience!