Gross service

I’ve been speaking with and dealing with patience duma at auto and general since the 5th of January. Today is the 20Th of April and my claims has still not been resolved when I call in I never get to speak to patience her managers is always unavailable her team members keep saying they will get her to call back but she does not call back she does not respond to emails . How do I go about getting my claim settled as this has been going on for months now