Worst Insurance Company EVER!!!!

My Claim was logged on the on the 1st November, After sending a few people out and dismantled one of my spa bath's (Bathroom is now unusable), no one has contacted me with a resolution. The damage report was apparently completed on the 25th of November and only after following up on the 1st December, I was advised it would be shared with my claim handler Nhenhu Nozula. I was also advised that Nhenhu Nozula will call me on the 2/12/2022 and no call was received. I also called back on the 2nd, after 3 dropped calls and spending an hour on the phone with an agent who tried to get a hold of Nhenhu Nozula and her manager. No resolution. I have since requested their e-mails and contact numbers, I haven't received anything. Must I call back today and wait for an hour? When will someone contact me wrt to my claim? - ***