No service

I bought insurance cover with Auto and General , the mistake of my life , I am not kept updated . After receiving an ambigious email that they are finalising my claim , when i called was asked for my driver's number , which i had given when i lodged a claim 3 weeks ago . I Followed up 6 days ago , my email remains unanswered . When i called in was told the advisor will contact , i'm still waiting .This is disappoiting to say the least