Poor handling of my claim!

After paying the policy for more than 5 years with no fail. I am very much disappointed as to how my 1st ever claim was handled. No one calls to provide feedback. When I call, each person promises to revert and never does. Have no access to the claims department, nor the person “ handling your claim”. No one contacts you to advise why you are getting the amount you are getting for your claim. Such poor service from submitting the claim at the branch until the last stage. 48 hours isn’t applicable as they promise! Everyone kept saying emails will be sent for claims to make contact directly with me, but not even once I was contacted.