Claims department - "I am looking after many clients and didn't get to your email"

Writing this here as it seems the insurance area of AF doesnt both responding to complaints!

Had an unfortunate bumper bashing last week to which I went through the process of getting my claim lodged where I now wait for an assessment to be done. - Received an SMS stating an assessor was appointed last week Wednesday - I call the claims person, France Namanyana last Thursday to ask what the next steps are and if he is receiving my email. - His response to me asking about receiving my communications was, "I am looking after many clients and didnt get to your email" - Obviously I was taken aback by this as he was not doing me any favours. - He had no empathy to the situation at hand nor did he seem to want to. Needless to say I didnt back down to his unprofessional attitude. - I have used the complaints form to ask for another claims person to be assigned but as usual AF doesnt seem to bother. - It has been just over 2 years since I had to deal with a claim with them and it seems their poor customer service has not changed. - To my detriment, I should have changed insurers a while ago but now have to endure the next however long it takes for the situation at hand to be resolved.