Tyre and rims from claim department

I hope dotsure claims department can finalize my claim on my tyre and rims policy. Been trying from 23 Dec , ive been without my car since. Apparently that claim agent are not in or not available. Can't you assigned a new claim agent or even get the supervisor or manager to cover that agent? All i need is a simple approval for payment so it can be release. Joh I'm thinking if this going on into the new year I will take my business somewhere we atleast I get updated why it takes so long.