Bad non customer service delivery

With reference to my third party claim..***, a lady by the name if Gretchen is dealing with this matter.. she has no clue of delivering customer service. She has no common courtesy to respond to emails nor has she made any effort to contact me..I have to keep on following up with my claim but instead someone else is always assisting where possible...Gretchen is never available..Please help...if Management could intervene with my matter and expedite my claim asap..its almost a month later and no progress has been made..makes me wonder if this is how you treat people with third party claims ...we may not be your customers but deserve some respect and courtesy.