Horrible customer service

My experience with dialdirect is very horrible, I’m still struggling with my claim. I claimed for my ****** house content, I was told to submit my documents within 14 days which I did but my claim was rejected because they said they did not receive my documents. To later find out that my allocated advisor went on leave and no one was appointed to deal with my claim. Hence my documents were not uploaded on their side. I took the matter up to/with their management and they’ve been promising to assist. However I still haven’t received any response from them till today