Claims not forwarded + no response + bad attitude

I sent a claim in 2014 which the consultant did not forward. In 2015, I queried and the consultant opened a query and told me I would receive feedback in 14 days. That did not happen.<br> <br> I called the call centre and the consultant was rude and would not listen. I asked to be transferred to a consultant who could help me and the new consultant spent put me on speaker for a long time. In the end, this call was 27 minutes with no assistance.