Terrible service from Abacus Insurance

i have lodged a claim from Westgate Mall Incredible connection over 2 weeks ago and was told ill be getting a call and ill be receiving my items within 7-14 days. that time has passed and everytime i call their office from their customer care is not answered at all. they make you hold for hours listening to a pre recorded machine then hang up. my ref number is 008i-003840