Poor response of C Insurance

I left feeling helpless with the poor response or rather lack of, of the Cell C insurance department whether its via email or phone they take FOREVER to get back to you or if I call I never get through to speak to a consultant. This is very frustrating as I have a claim that I was told to make sure I do a follow up on and how can I when I never get through or get an email reply after 3 days if I am lucky. I have no way forward at this point