No response to claims

On the 27th of April my cellphone was ******, I contacted dotsure on the 28th of April I spoke to a consultant who said I'd get an sms with the details of the agent who'd be handling my claim. I haven't received that sms till this day, no one has called me regarding this, I've been calling Dotsure for the past week and I haven't been getting any assistance instead they keep telling me the claims agent will contact me before the day ends. I don't know how long I have to wait for this phone call, I find this rather very unprofessional as they keep lying to me but they aren't doing anything.