No customer service

I had an burglary on 2018/09/20, I did report it online on the 21/09/2018, on 2018/09/26 I contacted dial direct to enquire why I wasn't contacted yet as it is almost 1 week later, the person answered inform me that the person who was assigned to do my claim is not at work and she as well as the assessor will contact me, today is the 27/09/21 exactly 1 week after the burglary and no one has contacted me yet.

I must say am an customer of dial direct for more than 10 years and had only 01 claim in that time, but it look to me I must spread my wings and seek some other insurance company who know what the word customer service mean.

But they are the first one to take my money out of my bank account.