Frustrating and extremely bad service

I have been waiting for a response from Auto and General for over two weeks. I have been the one calling constantly requesting for feedback and each time i call there is always something I need to send to them to process the claim. To top it up, I called and eventually managed to speak to a manager after holding for about 10 minutes on the phone (this is after I insisted that I will hold as no one ever gets back to me anyway). The manager told me that more information was required from me. I told her that I was not aware that they still needed this information, which caused more frustration. The manager then told me that someone would get back to me by close of business today. I then received a call from a lady by the name of Kersha Solomons- Maseko who claimed that she had been trying to call me (she said that she attempted to call me about 5 times). I told her that was not true as I have got no record of her attempted calls. Her tone was rude, dismissive and condescending and I told her that I actually prefer speaking to someone else as her tone was definitely not client friendly and she did not sound like she wanted to help me. She then went on to say that she was also frustrated because she knows that she has tried to contact me. Now as a pregnant woman who has just survived an attempted hijack, this amount of stress is extremely unbearable and I should not have to go through this. I have requested for proof of the calls made to me as I can definitely provide proof of all the calls to them, I made sure I call from a recorded line. I have also requested for a difference claims processor to assist with this query as Kersha is not in a mood to assist me. I would also prefer all communications to be in writing as I can see this will most likely have to be a legal matter!