Worst service ever

I'm frustrated as hell. I phoned more than 20 times already and everytime they said my claim was send to the assessor since 08 Feb 2021 it is almost 3 months. How long does it take for the assessor to approve a claim. The second last time I phoned the consultant said he spoke to the assessor and the assessor said my claim is done I must wait for the sms which I never received. How long does it take for an sms to come through? I phoned again today the consultant said to me that my claim is at the assessor for approval. I asked to speak to a manager. She said the managers is busy they can't take my call. I would really like to know who can I report to when I get poor service, because there is no management?