Poor Communication and Unnecessary Closure of Claim

I've been trying to log a claim under my home insurance policy to have someone to come out and take a look at my floor that is cracking. Dial Direct logged the claim and someone was supposed to come out but never pitched. I called them back and they said the claim was closed. I have since called back twice now and they said the would open the claim again and call me within 24 hours. However, this hasn't happened at all. I doubt they have reopened the claim. The claim was first opened on the 7th July 2021 and it's now the 21st July!