Still no feedback or responce

How can I be helped its been almost a month now and I don't get any feedback from the insurance company,but they don't delay on debiting my account I have a track number 22952 but no one gets back to me. I am at a point where I am going to take this matter to my lawyers maybe that will help this issue get sorted. I am very disappointed with this insurance company its easy for them to sms and increase there premiums but when you need there services they have 101 stories and excuses on why they can not assist you.