Poor service

I have been waiting to receive feedback/resolution on a claim for 6 weeks now. Every week (twice a week) I have to follow up myself due to a lack of communication on their side. Every time I follow up it is the same story... Nothing gets resolved. And they say they will follow up and call me back. This obviously never happens! What seems to be the problem? Should I do your job for you to get the process running? It's ridiculous!