Non-Response on Benefit Claim

The following email was sent to Auto & General on the 22 September 2021 after a very unsuccessful attempt to have my claim logged by your called center agents when I called in on the 21st September 2021 and spent 23 minutes on the li9ne being passed from one department to the other, eventually the line going to a permanent engaged tone:

Team Auto & General,

Can you just resolve my claim without having to keep tossing me up and down.

I called your team and was tossed from pillar to post for 23 minutes and still no one could resolve my issue, I ended up being kept on hold indefinitely.

On Saturday the 18th September 2021, I called your ***line to report a leakage in my apartment so as to claim on my Home Assist benefit (as stipulated that I qualify for in my policy document which I have attached to this email). I was told by 2 separate agents that if I can't see the point where the leakage is coming from, then I would need to speak to my body corporate on building insurance as that means the leakage is in the wall and they refused to assist me further.

I called my body corporate who then sent a plumber out to come and have a look at the issue, which it turns that the issue was as a result of my kitchen sink which was blocked and so was causing water to flow out of the extra open outlet meant for a dishwashing machine.

This means that the issue was actually meant to have been covered by my benefit with you (Auto & General). I have received a bill from the plumbing company that was called out by my body corporate and need to claim that and have it paid by your side, which is what should have happened in the very beginning.

I have also attached the invoice from the plumbing company so that you can put the claim through to your claims department and settle the bill."

I followed up again yesterday on the 28th September 2021, today is end of the day of 29th September and still no response!

This would be my first attempted claim with you and I must say the experience has not been pleasant. Can someone resolve this?