Below standards service

I had submitted my claim for my cellphone and it was collected for repairs on 15th October 2020. I have not received any feedback or updates since then. I called the claims department today (02 November 2020) and waited a while on the line before I was actually put through to the consultant. The consultant that had taken my call was not able to assist me at all and did not provide me with any feedback. I then requested to speak to a manager and was advised that the manger will call me back. Half the day has already passed and I have still not received a call from the manager. I find this type of service arrogant, unacceptable and basically below standard.