Dissatisfaction with no feedback

I have been emailing constantly to follow up my claim,my wife phones and emails.You get no response once or twice then quiet.Claim was lodged 24/08 its almost a month now.We make additions often and pay our premiums.I sent all the documents last week wednesday my wife had to phone yesterday still waiting for feedback.My wife ill,I try my best to sort this out.you email the escalations only receive reference numbers.Claim passed from one agent to another.When agent off sick claim gets put on hold as no one can help and when mistakes are made agent gets rude to tell you well just remember you are delaying your claim.