Unhappy customer

We have submitted a claim 2 weeks ago the lady that helped us was Palesa claim no *** up to date palesa has not responded or acknowledged our email the last email that she send was the claim form after we sent the form back to her with no response. I also messaged our Brooker David Rebelo and he said he will escalate the matter up till to day n response. We are really considering moving our business some where else as this is not the 1st time we get good service I hope after reporting this something will be done. Many thanks.