Claim *** handled in an unprofessional manner

Hi I am with discovery insurance as VIP client. I have phoned numerous times to get an update from Eugenia, every time I call I get told that Eugenia will phone me back till now after numerous phone calls I didn't receive that call. I need this claim sorted as the handling has been very unprofessional and in addition to that it is related to an armed ******* so we are already stressed and do not need additional stress from Discovery insure.