Call centre not taking calls on critical unemployment claim paid into their account by their insurance company

Hate escalating to HelloPeter but it seems this is sadly the only route. I logged a claim for retrenchment months ago. The insurance company for DirectAxis has paid the full claim amount to DirectAxis. I have not had payment for weeks. I have called their call centre for weeks to follow up but it says "Sorry we caannot take calls"?? I have tried this endlessly and the same response comes up. As a last resort today I selected the new loan option on their call center line and got to a consultant within 30 seconds. When I explained my problem she insisted that she is not able to assist. I made it clear if she does not help me or transfer me to someone to help me I would report this on HelloPeter. She said that it is "FINE"! and put me through to the call center that does not take calls. I have never had such bad service from any institution in my life.