Bonitas can your claims manager please call me!?

I have been trying to submit a claim since the 29th July. I phoned in on the 10th August after receiving no reply to my emails and asked specifically for a manager to contact me. On the 11th when no one had bother to contact me via email or telephonically I sent an email to their complaints line, once again asking for a manager to contact me. I have received a generic email this morning telling me what I already know, and still not addressing the issue that I have, the reason I've specifically requested a manager to call me. I have never been involved with a company where managers are so afraid to pick up the phone and call a client.