Horrible pathetic and unprofessional

I submitted a claim last week Monday the 16th of November. I have called numerous times to get feedback about the status of my claim. i eventually got a hold of someone who told me that my phone is not registered, however im paying monthly for it. He the told me that Monique would assist me with my claim, i sent Monique all required documentation. and to this day, she has not called or emailed me even though i sent her numerous emails. I have called dont know how many times, only to hold until my airtime ran out. This is the most pathetic service ever. I want someone to call me ASAP or i will take this up.