Not returning calls

I submitted a claim earlier this week due to damages caused by the sheriffs department entering my residence under incorrect information. Yesterday i missed the call from dial direct phoned back 30min later and left a message for the agent to call me back as he was on another call. We are more than 24 hours later and no call from dial direct nor a communication response on the chat platform via the app. It seems that delays is becoming a normal thing with dial direct as this is the third time i have to fall victim to this kind of service from them.