Very bad customer service !!!

Very bad customer service !!!
My wallet was stolen in the first week of April. I have properly filed a claim and received confirmation of receipt. However, when I had not heard anything after 2 weeks, I called customer service, where I was promised that my file would be processed immediately. 1 week later I still hadn't heard anything. I called again and was told that something went wrong and that my file would really be picked up immediately. Shortly afterwards I received an email that it was going to take a little longer. We are now a month further in total and I have still not heard anything about my damage. After having been on hold for more than 20 minutes, I am told that my file is now really being picked up. If I want an allowance for all calling costs and time that I spend on this, I have to submit this via email .... And again an empty promise and no idea what it is like. This while I have been paying my premium for years. As if a stolen wallet isn't annoying enough.