Bad customer service and not professional claims consultant

Its bee more that two weeks since I summited my claim, I have not heard anything from the insurance. I called the insurance and the lady that I spoke to disconnected the line as i was still talking to her. I have never experienced such bad services, Yet you tell people that you give the would class services. How long does it take for you to get back to a client after a new claim has been submitted? Why allow customer to claim using the online services if you know that you wont respond? I'm deeply disappointed that I trusted the company, hoping for the world class services that you always talk about.