Lack of effective communication

This is to seek intervention regarding an accident related claim which is currently pending. The issue I have is with the consultant who supposedly is to assist with the claim. There's no communication from the appointed consultant. He is just not proactive. I am not sure maybe he's swamped with lots of claims but a proper communication will be appreciated. He is not responding/acknowledging emails. There is just no feedback received, even when I call in and leave a message to be called back that is mission impossible with this particular consultant?