Poor service

I have been in contact with one of the motor claims consultants there, Cleopatra. She was to get back to me on Friday, 17 Aug to give an urgent update regarding a rental vehicle I am currently making use of and to date she hasn't bothered to return my call. This a a claims manager. It is no wonder the claims consultants there also provide such poor service to which I've complained about too. Which insurance company provides better claims experience? This is horrible!