Bad customer service from Budget Insurance

I lodged a claim 2 weeks ago. The person dealing with my claim "Nkululeko" called me a week ago 13 April 2021 promising to call me with the final report or quote within 24 to 48 hours. I called after 48 hours on a Thursday, they said his phone is engaged, called again on Friday they told me his phone is engaged, I followed up my call with an email directly to Nkululeko but I only received an automated reply and nothing from him. I called yesterday on Monday 19th of April, he's line is still engaged. The person who answered my call promised to find out the status of my claim and promised to get back to me on same day but she didn't. At this point I do not know what to do or who to call, I'm frustrated and I feel stuck. My claim number is ***