Unattended claim and poor customer service

It's been two weeks since I submitted my claim and had to submit my documents twice because the first time they didn't file my claim and then when I called to follow up I was told to re-submit and it would take two working days. It's been two weeks now, I didn't even receive a claim reference number. I have been calling every single day and the answering machine keeps saying they're experiencing a high volume of calls and I leave my number for them to call me back and they haven't. I have sent several emails and still no reply. Such poor service.